Customer service is an innovation hotbed. However, the pace of customer service technology trends threatens even the most progressive service leaders, who struggle to develop a coherent technology strategy and drive customer success outcomes.
Want a look at how services leaders across functions are making technology decisions? Gartner surveyed over 450 leaders worldwide on the technologies they are adopting. The results provide a comprehensive snapshot of the state of technology across the service organisation.
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Matthew Hurst, Senior Director, Client Services for DealerTrack DMS, shares how Gartner for Customer Service and Support leaders helped Cox Auto improve resolution rates within its contact centre while driving down additional interactions and inbound calls. Through his access to Gartner's client partners, Matthew successfully changed the culture within his contact centre, improved client experience and received the support to lead his function with confidence.
The Gartner Customer Service and Support team includes experts worldwide.
Gartner works with service and support leaders from over 400 organisations worldwide
This network enables us to deliver an unparalleled perspective on the trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries