... Customer service and support leaders invest heavily in QA programs that capture rep performance data, but few executives find value in the resulting insights. This webinar helps leaders to understand why you should shift from a rep-focused QA program to a strategic CX and VoC insights program. Session ...
Analyst(s): Jonathan Schmidt | Deborah Alvord | Andrew Schumacher
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... Customer service and support leaders are challenged to build business cases, defend budgets and make strategic, data-backed cost decisions. Use this tool to understand and compare your organization’s key practices and metrics against those of your peers to identify improvement opportunities. Overview ...
Analyst(s): Ratnam Gupta | John Quaglietta | Jennifer MacIntosh
... Customer service and support leaders need their reps to handle increasingly complex work but are faced with a challenging labor market. Rep technology enablement can support performance at scale, reducing reliance on high-skilled talent and increasing the value of assisted-service interactions. Overview ...
Analyst(s): Emily Potosky | Kathy Ross | Melissa Fletcher
... AI Act has come into effect with wide-reaching implications for any organization whose AI is used in the European Union, whether intended or not. Customer service and support leaders, as some of the most active deployers of AI, must understand the regulations and act now to ensure compliance. Overview ...
Analyst(s): Christopher Sladdin | Francesco Vicchi | Daniel O'Sullivan
... Research Already a Gartner client? Objectives and key results provide a critical leadership tool to focus and align teams to achieve important outcomes. Customer service and support leaders should adopt the OKR methodology to help them align service and support efforts with enterprise priorities and make a ...
Analyst(s): Brian Weber | Nivedita Choudhary | Daniel O'Sullivan
... contact center technology from on-premises to the cloud opens new opportunities for organizations to rethink how they innovate and deliver service. Customer service and support leaders need to understand key budgeting, people, process and technology shifts while migrating to CCaaS. Overview Strategic Planning ...
Analyst(s): John Quaglietta | Brian Weber | Ian Elliott
... Bizzdesign Unify is a “transformation collaboration” platform meant to enhance, not replace, existing enterprise architecture tools. Prospective customers should assess if Unify’s features will meaningfully improve stakeholder collaboration and decision making enough to justify additional costs. Overview ...
Analyst(s): Philip Allega | Austin Steinmetz | Andrew Gianni
... Gartner’s Power of the Profession Supply Chain Innovation Awards highlight people-driven advancements in customer or patient innovation, people breakthrough, process or technology innovation, and social impact. CSCOs can gain insights from the category finalists and winners recognized between 2023 and ...
... Gartner First Takes Fresh insights on emerging trends AI accounts receivable agents speed up collections, reduce manual effort, and improve customer experience at scale. CFOs should reference this implementation guide to support leaders and teams as they assess, pilot, and operationalize this AI use ...
Analyst(s): Ash Mehta | Alex Levine | Marco Steecker | Twisha Sharma