... channels, service agents are increasingly left with complex service requests. Customer service and support leaders can see how Regions Bank implemented a chat-based escalation team to deliver speedy resolutions to complex customer issues. Overview Analysis Gartner Recommended Reading Gartner Research ...
Analyst(s): Michael Rendelman | Van To
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... digitizing and automating your supply chain should lie in your customer demand. Some key supply chain transformation drivers are: Service over product. With the rise of online retail and consumerism, delivering a service-over-product experience to your end-user will see you succeed. Real-time logistics transparency ...
... Already a Gartner client? Service and support leaders need supervisors to provide high-impact coaching for customer service reps handling complex interactions. To unlock reps’ potential, customer service and support leaders must upskill supervisors to shift from metric-focused to personalized coaching ...
... culture is crucial to delivering on business objectives, yet many customer service and support leaders struggle to change longstanding organizational culture. Follow these five steps to effectively drive culture change to support strategic customer service initiatives. Overview Introduction Analysis Gartner ...
... Value enhancement enables customer service and support leaders to drive greater customer loyalty, but rollouts lack scale. This document provides a roadmap for proving the impact of initial deployments, embedding the right mindset and scaling the strategy through assisted and self-service channels. ...
Analyst(s): Jonathan Schmidt | Rupinder Chandhok | Christopher Sladdin
... Engaging customer service and support buyers in 2024 requires tapping into the latest trends, challenges and innovations that resonate with their needs and aspirations. Here are some top storylines to consider. Overview Analysis Gartner Recommended Reading Gartner Research ...
... Access Research Already a Gartner client? Customer service and support leaders face increasing pressure to contribute to revenue, but the function is caught in a cycle of managing and reactively responding to customer demand for service. This research provides a path for transforming demand while evolving ...
... However, value can be difficult to quantify. Product managers can use this tool to quantify the value their solutions provide, including the ROI customers can expect. Gartner Research ...
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