... Customer service leaders invest heavily in QA programs that capture rep performance data, but few executives find value in the resulting insights. Use this research to understand how leaders implement a quality intelligence program and focus on identifying strategic CX and VoC insights. Overview Introduction ...
Analyst(s): Jonathan Schmidt | Deborah Alvord
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Overreliance on SLAs and fixed or transactional/staffing-based pricing with outsourcing providers limits customer service and support leaders’ ability to drive outcomes beyond cost reduction. Reevaluate your metrics and use outcome-based pricing to incentivize innovation and value delivery. Overview ...
Analyst(s): Christopher Sladdin | Rupinder Chandhok
... provide high-quality customer experiences if deployed well. However, it can also become a massive cost for the business. This webinar will help customer service and support leaders understand the promises and pitfalls of conversational AI. About the Speaker Session Description Learning Objectives Intended Audience ...
... Customer service and support leaders invest heavily in QA programs that capture rep performance data, but few executives find value in the resulting insights. Use this research to understand why you should shift from a rep-focused QA program to a strategic CX and VoC insights program. Overview Introduction ...
... The traditional, narrow approach to QA of reviewing a set number of calls per rep in a given time frame yields limited insights. Service and support leaders should use this research to evolve their QA process into one that more effectively and efficiently assesses rep performance. Overview Introduction ...
... Gartner research shows that companies with an executive sponsor for AR are more likely to achieve revenue growth than those without one. Senior AR leaders seeking to drive greater impact must improve stakeholder sponsorship or risk programmatic failure. More Detail Gartner Recommended Reading Gartner R ...
... To stop being perceived as support and start shaping strategy, analyst relations leaders need to develop a consultative approach. This presentation helps AR leaders identify capability gaps, sharpen their edge, and lead with credibility and impact. Overview Contributors Gartner Recommended Reading Gartn ...
... Access Insights Already a Gartner client? RAG has become a key technique underpinning enterprise AI workflows. This intensifies the pressure on vector database vendors to deliver more intelligent, faster and highly scalable retrieval. Vendors must optimize for performance, accuracy and efficiency to m ...
Analyst(s): Robin Schumacher | Arunasree Cheparthi