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Webinar
Jul 22, 2020   Upcoming
... Companies are looking to improve digital and low-cost channels as they feel pressure to optimize costs. Yet despite adding new channels and capabilities, customers seem to demand more while cost improvements fail to fully materialize. This complimentary webinar looks at best practices from companies who have ...

Analyst(s):   Devin F. Poole   |   Andrew Schumacher

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Apr 2020
... Information Technology Research Top performers defy conventional thinking and take calculated risks during disruptions to outperform others. Customer service and support leaders must prepare and lead through the disruptions, building agility into systems processes and decision making, both within their teams ...

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

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Jan 2020
... Gartner Information Technology Research Develop a one-page service and support strategy to create a simple representation of your organization’s strategy and its key capabilities. Customer service and support leaders can use this tool to facilitate stakeholder understanding and alignment to gain support ...

Analyst(s):   Customer Service and Support Research Team
... take-ways report with your peers' initial reactions and near-term priorities. Further customer service resources to help you manage through uncertainty Coronavirus impact on the service function While customer service and support leaders are familiar with business continuity and disaster recovery planning, pandemic ...
Smarter with Gartner
Mar 2, 2020
... Customer service and support leaders remain ever-optimistic about the promise technology holds for the ...
Oct 16, 2019
... to customers and employees,” says Drew Kraus, VP Analyst, Gartner. “Customer service and support (CSS ...
Nov 19, 2019
... You’ve just accepted a role as a customer service and support (CSS) leader at a global chemical company ...

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Apr 2020
... Gartner Information Technology Research Customer service and support is the largest CRM software subsegment (12% compound annual growth rate over five years). TSP leaders must steer the key priorities of firms in digital channel integration and their connected ecosystems using artificial intelligence ...

Analyst(s):   Yanna Dharmasthira   |   Julian Poulter
... value while reducing costs — and not just during times of heightened cost pressure.  Cost optimization roadmap for customer service and support leaders From helping customer service and support functions drive baseline efficiencies to creating a sustainable cost optimization roadmap, Gartner makes sure that ...

Webinar
On-Demand
... priorities, resulting in budget reduction and cost-cutting demands for customer service and support leaders. This complimentary webinar looks at how you can apply proactive, continuous discipline to cost management that will allow service and support leaders to redirect funding where it is most needed while ...

Analyst(s):   Kim Dans   |   Philip Jenkins   |   Sarah Dibble

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Jan 2020
... Gartner Research Customer service and support leaders can use this research to understand the current state of the U.S. labor market, including state competitiveness, employee attraction and attrition drivers, and macroeconomic labor trends. Overview Conclusion Recommended by the Authors About This ...

Analyst(s):   Customer Service and Support Research Team

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Mar 2020
... Research Despite the availability of talent, some roles have “undesirable” attributes that prevent the role from filling. This report provides customer service and support leaders with three useful strategies to overcome prospective employees’ negative perceptions of a role. Overview Conclusion About This Research ...

Analyst(s):   Customer Service and Support Research Team

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Apr 2020
... Gartner Information Technology Research This reference guide provides a comprehensive list and definitions of key metrics customer service organizations need to comprehensively evaluate their performance based on their priorities. Overview Conclusion Recommended by the Authors About This Research ...

Analyst(s):   Customer Service and Support Research Team

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May 2020
... Gartner Research Actionable goals are essential for customer service and support leaders to deliver a quality customer experience, but most organizational goals are difficult to apply to the front line. Increase rep engagement and performance by embedding strategic and actionable goals into reps’ day-to-day ...

Analyst(s):   Customer Service and Support Research Team

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Jun 2020
... this survey to compare your organization’s headcount, budget, spend and cost to serve relative to your peers. This information will help customer service and support leaders build business cases, defend budgets and make data-backed strategic decisions to reduce/reallocate costs. Overview What It Is What ...

Analyst(s):   Customer Service and Support Research Team

Webinar
On-Demand
... Customer service and support leaders need to build the business case for measuring customer effort, which is the key metric behind becoming a world-class service organization. To build the case internally for measuring customer effort, customer service and support leaders must leverage the metric’s 3 ...

Analyst(s):   Andrew Schumacher   |   Allegra Ubbes

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May 2020
... on a survey of 6,000 customers, this report provides insight on the prevalence, perception and value of a proactive customer service campaign. We examine how proactive service affects customer service metrics, customer preferences and implications for customer service and support leaders. Overview Conclusion ...

Analyst(s):   Customer Service and Support Research Team
... post-pandemic. In fact, Gartner recently polled customer service leaders, and nearly 75% indicated they expect their work-from-home programs to expand after the pandemic. Customer service and support leaders who are considering establishing a work-from-home program as part of a business continuity plan, for ...
... How to Build a Successful Strategic Plan for Customer Service & Support Kick-start your strategic plan with this step-by-step guide Does your customer service strategic plan promote functional initiatives that will drive enterprise productivity, innovation and growth? Unlock part 1 of our strategic ...

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Mar 2020
... Gartner Research Digital customer service offerings focus on seamless conversation orchestration across digital channels. Application leaders supporting customer service investments may be struggling with channel alignment. They should use this Market Guide to evaluate vendors in this emerging market ...

Analyst(s):   Nadine LeBlanc   |   Brian Manusama
... uniquely positioned to help customer service leaders stay ahead. Gartner recently spoke with 50+ customer service and support leaders to learn the recommendations and actions they are currently taking in three areas: Social distancing with remote work Shifting volume to self-service and digital channels ...

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Feb 2020
... Gartner Information Technology Research Customer service and support leaders seek to shift volume toward self-service channels but face entrenched preferences for live channels. Leaders can use this research to understand generational differences in channel preferences to inform channel strategy and ...

Analyst(s):   Customer Service and Support Research Team