Customer Service Research

Learn how to use search engine optimization to improve your self-service customer service strategy to reduce call volume and direct customers to self-service channels.

Learn how to implement a dynamic customer engagement strategy to build a modern CSS organization. Download the infographic.

An effective cost of quality program is key to identifying cost savings opportunities and driving margin improvements. Download this Gartner report on the do’s and don’ts for managing cost of quality.

Utilize this guide to accelerate your transition and establish yourself as an effective enterprise leader.

Implement customer service BPO thought partnership practices and effective vendor management to maximize both CX and cost savings.

Customer service and support leaders faced with tightening budgets and the need to reduce costs often look to outsourcing customer service. Learn how to prevent customer disloyalty when outsourcing.

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

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.

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.