Gartner Expert

Sarah Dibble

Sr Principal, Research

Sarah Dibble is an Executive Advisor with the Customer Contact Leadership Council. In this role, Ms. Dibble works with heads of Customer Service and Customer Contact to connect them with the most relevant research and helps them develop strategies and execute on their key initiatives. She facilitates and leads research discussions with major stakeholders to match the Council's best practice insights with client challenges and needs. Her areas of expertise include hiring, managing and developing frontline talent, building and improving a multichannel experience, and measuring and understanding the customer service experience. She has been with the Customer Contact Leadership Council since 2015.

Previous experience

As a Program Associate at Meridian International Center, Ms. Dibble planned and managed dozens of short-term exchange programs for international visitors brought to the United States through the State Department's International Visitor Leadership Program. She was responsible for coordinating logistics for these visits as well as collaborating with both public and private sector stakeholders to create the agenda for the programs.

Professional background

Meridian International Center

Program Associate

Education

B.A., Foreign Affairs, University of Virginia

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Top Issues That I Help Clients Address

1Moving away from an objective, checklist- or scorecard-based Quality Assurance framework for frontline reps to one that is truly reflective of the customer experience.

2Attracting, identifying, hiring, and retaining the right profile of frontline rep to provide low-effort service to customers.

3Creating an organizational climate that empowers reps to use their judgment and take ownership of complex customer issues.

4Identifying, establishing, and improving a coaching plan which encourages performance improvements for the frontline.

5Understanding which issue types are the best fit for which service channels and guiding customers to the right service channel for their given issue type.