Customer Service Research

Although many CSS leaders are looking to make WFH more permanent after the COVID-19 pandemic, the sustained performance they have seen so far is by no means guaranteed. Learn the metrics customer service leaders should monitor for lasting WFH success.

In the wake of the COVID-19 pandemic, customer service operations had to pivot quickly from primarily office-based to almost fully remote. Learn how customer service leaders can build a durable WFH strategy moving forward.

Benchmark your service technology strategy against global trends and learn how other customer service functions are investing for the future.

Learn how customer service and support organizations are adopting tools to augment their live and self-service channels, voice of the customer, infrastructure, customer engagement and employee engagement.

Get a comprehensive picture of the state of technology across the customer service and support organization.

Learn key trends to help customer service and support leaders create an actionable and effective proactive customer service plan.

Customer service leaders use Gartner research and learn how to prioritize self-service channel and capability investments to reduce assisted-service volume.

Customer service leaders can use the Customer Service Budget, Headcount and Cost-to-Serve Benchmarking Survey to help optimize spend and drive maximum effectiveness.

Transform your service experience with Gartner's dynamic customer engagement plan and create a strategy to personalize the customer service experience.