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Sep 2019
... Gartner Research This three part guide was designed to help customer service and support leaders plan, execute and optimize their strategic plans for 2020 by using best-practice insights into proven successful strategies, ready-to-use templates and peer-based case study examples. ...

Analyst(s):   Customer Service and Support Research Team

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Sep 2019
... Gartner Research Customer service and support leaders interested in establishing or expanding their remote workforce can use this research to understand how prevalent remote options are for their industry and business model. More Detail ...

Analyst(s):   Customer Service and Support Research Team

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Nov 2019
... Gartner Research This step-by-step guide will help customer service and support leaders identify implications of the corporate scenarios for their function, determine service-specific actions for each scenario and communicate the action plan to the relevant stakeholders. Overview Steps Review Your Performance ...

Analyst(s):   Customer Service and Support Research Team

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Oct 2019
... during disruptions, including downturns, to emerge as winners. They take calculated risks to set them apart from the pack during any “turn.” Customer service and support leaders must prepare and lead in the turns both within their teams and among their peers. Overview Insight from the Analyst Key Initiatives ...

Analyst(s):   Customer Service and Support Research Team
... Webinars Explore webinars that equip Customer Service & Support leaders to deliver high-quality service experiences while containing costs. ...

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Aug 2019
... Gartner Research Evaluate the effectiveness of your customer service and support function using objective, peer-based performance standards. Overview What It Is What You Get Recommended by the Authors ...

Analyst(s):   Customer Service and Support Research Team
Smarter with Gartner
Oct 16, 2019
... to customers and employees,” says Drew Kraus, VP Analyst, Gartner. “Customer service and support (CSS ...
Sep 25, 2019
... keep pace with customer expectations and competitors, many customer service and support leaders increase ...
Nov 19, 2019
... You’ve just accepted a role as a customer service and support (CSS) leader at a global chemical company ...
... Measure, prioritize and improve your customer service and support function’s capabilities Assess your CSS functional maturity against six objectives and 16 key activities On a scale of 1 (low) to 5 (high), where does your organization stand? Evaluate your CSS organization’s functional maturity to ...

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Service organizations spent millions of dollars over the past decade to improve the digital customer service experience. Yet, even as lots of new channels and capabilities were added, customers only seem to demand more while cost improvements never fully ...

Analyst(s):   Devin Poole

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Sep 2019
... NLP Video Calling for Customer Service Sliding Into the Trough In-App Mobile Customer Service Robotic Process Automation Software Customer Service Analytics Voice of the Customer Recorded Video Customer Service Virtual Customer Assistants Knowledge Management for Customer Service Speech Analytics for ...

Analyst(s):   Drew Kraus   |   Olive Huang

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Sep 2019
... Gartner Research Use this tool to prioritize opportunities for performance improvements, identify key areas to focus on for managing costs and benchmark against industry peers. Overview What It Is Directions for Use Recommended by the Authors ...

Analyst(s):   Customer Service and Support Research Team
... Your Digital Customer Service Strategy Deliver? How service leaders improve the customer service experience while reducing live contact volume Customer service leaders feel distinct pressure to meet customers’ expectations for digital service channels and keep pace with competitor’s service offerings. ...

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Nov 2019
... Gartner Research This report helps customer service and support leaders benchmark their managerial, supervisory, quality assurance and trainer spans of control against those of their peers. Overview Conclusion About This Research ...

Analyst(s):   Customer Service and Support Research Team

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Oct 2019
... Gartner Research Service organizations are adding channels to address customer demand, often leaving legacy channels less cost-effective and relevant. Customer service and support leaders responsible for multichannel strategy should evaluate their portfolio to identify and exit inefficient channels. ...

Analyst(s):   Customer Service and Support Research Team

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Nov 2019
... Gartner Research Customer service and support leaders report customer expectations are rising. As a result, they strive to meet these elevated expectations. Leaders can use this research to understand what customers’ service expectations are in today’s world and build a strategy to meet these expectations ...

Analyst(s):   Customer Service and Support Research Team

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Oct 2019
... Gartner Research Customer service and support leaders are adding and integrating new service channels to their portfolios in response to perceived changes in customer preferences and behavior. Leaders can use this research on customer service journeys and customer channel preferences when making channel ...

Analyst(s):   Customer Service and Support Research Team

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Oct 2019
... Gartner Research Customer service and support leaders can use this resource to understand changes in customer service representative roles — and the organizational changes that result from this shift — as companies incorporate self-service channels. Overview Conclusion About This Research Endnotes ...

Analyst(s):   Customer Service and Support Research Team
... How to Build a Successful Budgeting Framework for Your Customer Service & Support Strategic Plan Don’t kick-start your 2020 strategic plan without this step-by-step guide Do you know what capabilities are most critical for your strategy execution? Are you allocating resources, budget and capacity to ...

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Aug 2019
... Messaging, AI, IoT and Industry-Specific Functionalities Continually Measure Employee and Customer Reaction to the Innovative Functionalities in Pilots Regularly Review Pace Layer Mapping as Customer Service and Support Functions Frequently Migrate Between Layers Gartner Recommended Reading ...

Analyst(s):   Olive Huang
... Digital Twin for Cost Optimization A Customer Service and Support Perspective Experts: Digital Business Transformation Research Team Customer service and support leaders must direct cost optimization efforts that base strategic development and planning on functional awareness of business performance. ...

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May 2019
... of future customer service and support technologies. Application leaders supporting customer service must establish a five-year roadmap to deliver the effortless customer service experiences of the future. Analysis Increasing Variety of Complex Yet Overlapping Customer Service and Support Technologies ...

Analyst(s):   Nadine LeBlanc   |   Olive Huang   |   Steve Blood   |   Drew Kraus   |   Jim Davies   |   Jim Robinson   |   Brian Manusama   |   Simon Harrison