Customer Service Research

An effective cost of quality program is key to identifying cost savings opportunities and driving margin improvements. Download this Gartner report on the do’s and don’ts for managing cost of quality.

Discover how to leverage technology to enables your customer service reps to resolve customer issues and feel more satisfied with their work.

Learn how to drive growth, reduce costs, and manage risk when transitioning services from in-house to an outsourced BPO partner.

The role of customer service supervisors is challenging. Gartner provides insights on how customer service leaders can tap the hidden potential of their front-line managers.

Evolve your customer service quality assurance program to drive better business outcomes. Use this Gartner guide to uncover the benefits of integrating VoC, CX, and QA data.

Discover this year’s top sessions, covering emerging trends and key challenges in customer service and support.

Discover which customer service delivery model will prepare your organization for the future of service and support.

Discover how generative AI is revolutionizing customer service channels by enhancing voice interactions and streamlining digital communication. Download the Gartner Customer Service Top Predictions to understand the role of AI in improving efficiency and addressing fraud risks.

Evaluate your organization’s self-service website across eleven foundational customer support capabilities.

Transform your service department by adopting high-impact customer service AI use cases, supported by data-driven scoring and strategic prioritization.

Discover how AI is revolutionizing the responsibilities and skill sets of customer service agents in modern organizations. Download the Gartner report to explore strategic frameworks and actionable insights for adapting to these changes.

Discover strategies to align customer service technology with business objectives and maximize investment value. Download this Gartner guide to understand the importance of aligning technology with business needs to avoid regret and maximize outcomes.