The Gartner Customer Service Podcast

Six months into a global pandemic, service and support leaders realize that their temporary work from home plans may not be so temporary after all. Hear about mistakes in the initial shift to work from home, how to remedy those mistakes, and some lingering concerns leaders have with work from home.

In this best practice corner, find out how to efficiently and effectively interview potential front line new hires. Also, what is the right rep profile to hire for, and how can we adapt this best practice to a virtual setting?

Many service functions are making large investments to improve their customer experience. Learn how one company was able to utilize customer interviews to field VoC data to understand potential solutions to their channel strategy challenges, and how service and support leaders can employ this same strategy to make informed decisions to improve the customer experience across our function.

What are the most common challenges that clients are facing in the wake of COVID-19? What questions are they asking us, and what advice can we give them? The Q2 2020 voice of the market report examines the major trends that customer service leaders across the world are seeing and how they can adjust their strategy to meet them.

Our managers find themselves in a more and more complex and demanding environment. Today, managers have less time to coach their supervisors than ever. But what is the right way to develop direct reports in this new era of the contact center? Find out on this episode of the Gartner Customer Service Podcast.

In this episode Deb Alvord and John Quagietta, who have nearly four decades of contact center experience, address many of the challenges associated with the return to the contact center, as well as describe what companies should take into account to help ensure a safe return for employees.

In this episode of The Gartner Customer Service Podcast, Pete Slease and Andrew Schumacher discuss how service and support leaders can optimize their multichannel strategy while avoiding the pitfall of prioritizing customer preference above all else.