Explore the limitations of QA programs that prioritize live channels, missing valuable quality data. Learn how capturing and analyzing VoC and CX data drives actionable improvements for reduced customer effort and optimized business outcomes: https://gtnr.it/3ZxPqUy #GartnerCSS #CustomerService #QualityAssurance #CX
Gartner for Customer Service & Support
Information Services
Stamford, Connecticut 4,747 followers
Gartner delivers actionable, objective insight to customer service & support leaders and their teams.
About us
Gartner for Customer Service & Support provides Heads of Customer Service and customer care executives with actionable, objective insight that drives smarter decisions and stronger performance on an organization’s mission-critical priorities. At Gartner, we guide the leaders who shape the world. Execute on actionable, objective insight you — and your stakeholders — can trust. -Get the latest insights: https://www.gartner.com/en/insights Leverage our experts to make sense of trends and anticipate the obstacles that you need to overcome. -Sign up for our newsletters: https://www.gartner.com/en/newsletter-signup Use our practical tools to see the clear path to decisions about people, process and technology. -View benchmarks, framework, ranking and more: https://www.gartner.com/en/tools Tap into the power of your peers. Connections, conversations and actionable advice from our robust peer community. -Connect with peers: https://www.gartner.com/en/connect-with-peers Join forward-thinking leaders at events that accelerate learning, guide decision making, and identify important trends. -Explore our conferences: https://www.gartner.com/en/conferences Work with specialized local experts in your industry — wherever you are. -Join our expert webinars: https://www.gartner.com/en/experts Become a client: https://www.gartner.com/en/become-a-client Gartner social media community guidelines: https://gtnr.it/3tceMrU
- Website
-
https://gtnr.it/3vCSa4d
External link for Gartner for Customer Service & Support
- Industry
- Information Services
- Company size
- 10,001+ employees
- Headquarters
- Stamford, Connecticut
Updates
-
Data storytelling bridges the gap between data scientists and key decision-makers by communicating data’s value through visuals, benchmarking, and concise highlights. Join Aura Popa in a complimentary on-demand webinar to master the art of data storytelling—a vital skill for connecting data scientists with decision-makers: https://gtnr.it/41wMASy #AI #GenAI #BusinessTransformation
-
-
Post-transaction surveys only capture a small percentage of customer feedback. Uncover how capturing indirect and inferred feedback can help you gain valuable insights and improve your customer support: https://gtnr.it/3VwfgY0 #GartnerCSS #Surveys #CustomerSatisfaction #CustomerService
-
-
90% of customer service leaders want to improve the current 14% self-service success rate. To enhance modern service delivery and meet evolving customer demands, focus on these key areas: https://gtnr.it/3Vwpojw #GartnerCSS #SelfService #CustomerService #CX
-
-
Disconnected customer journeys can result in a decline in CX outcomes. Uncover how to improve the continuity of service transitions by preventing your customers from repeating information: https://gtnr.it/3VzQRRc #GartnerCSS #CustomerService #CustomerExperience #CX
-
-
With rising concerns over the use of AI in customer service, leaders must balance digital investments with customer needs. Explore recommendations to drive low-cost resolutions and improve self-service success while avoiding technology fads and focusing on genuine customer value: https://gtnr.it/49EkM0q #GartnerCSS #CustomerService #CustomerBehaviors #CustomerInsights
-
High-success customer service organizations balance their goals instead of just emphasizing reducing volume in assisted channels. Learn more about optimizing goal-oriented journeys that support positive customer service experiences: https://gtnr.it/41LqCeT #GartnerCSS #CustomerService #CustomerExperience
-
-
Gartner clients can gain deeper insights into the future of customer service and support from analysts like Christopher Sladdin in our 2025 Predicts report. For a comprehensive overview of this year's predictions, read the full press release here: https://gtnr.it/3ZXZlnY #GartnerCSS #CustomerService #CustomerSupport
📢 New Research! Voice is key to the future of service and support. Customers: "Yes, I still get to call for service whenever I need it." Service Leaders: "Wait, what? I don't want more phone calls!" But hang on - that's not what I said. Voice is KEY in the future, but it isn't THE future. In our brand new predictions for Customer Service and Support, we position that, in the near future, customers and companies alike will have less interest in channel choice, and more interest in modalities (voice, text, imagery). As such, service and support organizations will start to move towards simpler channel portfolios, with just a single channel for customers to interact with that offers both self- and assisted-service options, in whichever medium customers prefer. And that's not our only prediction - Patrick Quinlan, Emily Potosky, C. Brad Fager, Kim Hedlin, Jason Bridge and I have got two more in our 2025 Predicts report! Gartner for Customer Service & Support clients can read more in our research: https://lnkd.in/eqSCVyec And if you're not yet a client, you can read our press release about this year's predictions here: https://lnkd.in/e8gdxxe3 #CustomerService #CustomerSupport #CX #Channels #GartnerCSS #Future #Predictions
-
-
Are your QA programs solely focusing on evaluating reps in live phone channels, while customers are using multiple digital channels? Take action with a QI program to unlock valuable data that provides strategic insights into the customer journey: https://gtnr.it/41unjIQ #GartnerCSS #CustomerService #QualityAssurance #CX
-
-
Your zone of distinction establishes a model of behavior, communication and action that people will recognize as distinctively you. When you craft a personal brand based on it, you become unbeatable. Use this three-step plan to get there: https://gtnr.it/3ZaHd8E #Executive #Leadership #PersonalBrand
-