... Access Research Already a Gartner client? Just stopping by? Customer service leaders have made significant investments in self-service, but customers still struggle to resolve issues in those channels. Leaders can use this research to benchmark their self-service performance against their peers and learn ...
Analyst(s): Michael Rendelman | Keith McIntosh
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... self-service resolves simpler issues, assisted service becomes more complex. Customer service and support leaders must implement agent-assist solutions to empower agents, enhancing efficiency and effectiveness while ensuring a positive customer experience and driving value and growth. Overview Strategic Planning ...
Analyst(s): Jonathan Schmidt | Wynn White | Kathy Ross
... Digital commerce payment platforms are an increasingly critical choice for businesses as customers demand easy check-out experiences and a variety of payment methods. Digital commerce leaders can optimize the customer experience and save time and money by asking vendors 12 key questions. Overview Introduction ...
... a Gartner client? Today’s service experience is a “choose your own adventure,” putting the customer in a difficult position of having to navigate a myriad of channels and information to find an answer. Customer service and support leaders should build an intelligent front door to guide the service experience ...
... Digital marketing leaders use mobile marketing platforms to acquire, engage and retain customers through meaningful interactions on customers’ mobile devices. Use this research to balance evolving mobile marketing demands and dynamic cross-channel platforms to find the best vendor fit. Overview Strategic ...
... Access Research Already a Gartner client? While many organizations prioritize self-service, customer reliance on assisted service remains significant. Customer service and support leaders can use this research to understand how to build agents that advocate for self-service, while avoiding actions that ...
... manage. CIOs can learn how DATEV dedicates resources to ecosystem growth and teaches product teams to securely add partners who improve customer experience, get new customers and build data-driven business models. Overview Solution Highlights Problem Results Recommendations Implementation Tools About This ...
... Poor visibility into the causes of customer nonpayment makes it difficult for shared services leaders to know how to reduce instances of nonpayment. Learn how Cummins equips its frontline collection agents to track and communicate reasons for customer nonpayment in real time. Overview Solution Highlights ...
... Access Insights Already a Gartner client? Customer management BPO is experiencing a seismic shift from offshore voice services to digital and work-at-home services while delivering customer experience and trust. Business unit leaders at TSPs should capitalize on these trends for profitable, high-impact ...