Gartner Research

These Overlooked Assistance Tools for Your Customer Service Agents Can Boost Productivity

Published: 17 November 2016

ID: G00318520

Analyst(s): Jim Davies , Brian Manusama


Investment in overlooked tools that assist customer service agents in daily operations can boost employee satisfaction, operational efficiency and service quality. Application leaders for customer service must navigate competing approaches and weak vendor viability that complicate tool selection.

Table Of Contents
  • Key Challenges



  • Identify Beneficiary Organizations and Educate Them on the Technology Available
  • Align Technology Use Cases to Your Business Requirements
  • Focus First on Solution Value and Then on Vendor Viability

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