Customer Service Research

Discover the top trends, channels and behaviors to watch in 2022.

Discover a list of the experiences affecting employees’ emotional and mental health.

Use Gartner's one-page customer service strategy template to save time and execute confidently while developing your strategic plan. Download the template now!

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

Only one in three customer service reps are engaged. Download the guide to learn what drives disengagement and set strategies to reduce call center attrition.

Streamline your strategic planning process. Download our guide to get insights, examples and a customizable one-page template to build and communicate your customer service and support strategic plan.

Download Gartner's Top Service Insights for 2018-19

Customer service AI capabilities can reduce operating expenses, improve the customer experience and identify value enhancement opportunities. Download Gartner's Customer Service AI Use Case Prism.

Download Gartner’s Recommended QA Competencies to learn the set of recommended quality assurance (QA) competencies we believe are important for your reps to exhibit.