Research

Evaluating your customer service representatives’ perspectives on serving customers, coaching effectiveness and productivity practices is key for your organization to equip them to provide a low-effort customer experience.

Service leaders need well-developed but flexible plans to deal with COVID-19. Download our free research to help service leaders establish near- and long-term strategies.

Gartner recently spoke with 50+ customer service and support leaders to learn the recommendations and actions they are currently taking in response to COVID-19. Get access to the report.

Customer service and support leaders who are considering establishing a work-from-home program as part of a business continuity plan, for rewards and recognition, to contain costs or offer support can use our roadmap to help speed up the process.

Service organizations can implement 10 quick win tactics to help lower operating costs, recover faster and build organization resiliency for future events and opportunity.

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.

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.

Use the Controller Interview Starter Guide to arm hiring managers with targeted questions designed to tease out controller-like traits via the specific cues and tells of a controller candidate. This tool includes sample questions designed to assess for controllers and to learn the tells of controller vs. non-controller candidates.