Customer Service Research

Using Gartner’s postpandemic planning framework, executive leaders can effectively shape their strategic responses through three phases of pandemic recovery .

This Gartner research provides executive leaders with a framework for bringing employees back to the workplace, and outlines implications and key actions steps to take for relevant functions when opening up offices.

Leaders must leverage these three criteria executive decision-making framework to optimize decision making during the extended COVID-19 pandemic - Gartner.

Customer service and support leaders who are considering establishing a work-from-home program as part of a business continuity plan, for rewards and recognition, to contain costs or offer support can use our roadmap to help speed up the process.

Service organizations can implement 10 quick win tactics to help lower operating costs, recover faster and build organization resiliency for future events and opportunity.

Service leaders need well-developed but flexible plans to deal with COVID-19. Download our free research to help service leaders establish near- and long-term strategies.

Gartner recently spoke with 50+ customer service and support leaders to learn the recommendations and actions they are currently taking in response to COVID-19. Get access to the report.

Evaluating your customer service representatives’ perspectives on serving customers, coaching effectiveness and productivity practices is key for your organization to equip them to provide a low-effort customer experience.

Download Gartner’s Recommended QA Competencies to learn the set of recommended quality assurance (QA) competencies we believe are important for your reps to exhibit.