Gartner Research

Future of Work Reinvented for Customer Service and Support Leaders

Published: 16 August 2021

Summary

Customer service and support leaders have a unique opportunity to reinvent the future of work. COVID-19 has reshaped the workplace and employee expectations. This content presents guidance on embracing this transformation to improve functional performance and attract and retain talent.

Customer service and support (CSS) leaders recognize the significant impact that their functions have on customer loyalty and organizational performance. As leaders, they are expected to seamlessly and proactively orchestrate customer engagements that drive favorable outcomes for both customers and the organization.

While many progressive CSS leaders have sought to deepen customer relationships and optimize customers’ view of the organization, there is a seismic shift reinventing how work gets done that must also take top priority. COVID-19 has forced CSS leaders to completely rethink the way their work gets done. Figure 1 highlights key elements of Gartner’s future of work reinvented. For more information on this topic, see the Future of Work Reinvented resource center.

Figure 1. Future of Work Reinvented Resource Center Overview

Service and support functions were predominantly in-office, but COVID-19 rapidly shifted service employees into remote work. Now, CSS leaders are strategizing how to maintain the flexibility that will be a significant part of attracting, managing and retaining top talent as the world starts to go back to “normal.”

The future of work impacts CSS leaders uniquely because they must prioritize the needs of internal and external stakeholders. Internally, CSS leaders should use the concepts in the future of work reinvented to attract, engage and retain top talent. Employees preferences are shifting, and CSS leaders must evolve or risk seeing increases in voluntary turnover. As CSS leaders reinvent their futures of work, they must balance the demands of these two constituencies.

The lives of customers have also evolved; their lives and workplaces have been reshaped by the pandemic. Their work times, durations and locations are unlike they were even a few years ago. With many organizations shifting to hybrid work designs, customers might not be working in an office headquarters during the typical 9-to-5 work day.

This presentation helps CSS leaders contextualize the broader concepts of the future of work reinvented and focus on the elements with the most impact on their organizations. Specifically, CSS leaders have a unique opportunity to:

  • Rethink the workplace.

  • Design for human-centric work styles.

  • Embrace digital enablement.

Recommended by the Authors

Analyst(s): Dave Egloff Lauren Villeneuve

Access Research

Already a Gartner client?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:

Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Experience Gartner Conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©2022 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.