Service and support organizations are perpetually challenged by shifting customer expectations, rapidly evolving technologies, and fluctuating agent workplace dynamics. In this problematic context, it is crucial for you, as a customer service and support leader, to understand how your organization compares to others.
The Gartner B2C Service and Support Metrics Benchmark helps assess your function’s costs, productivity, channel management, and organizational structure to support the best decision-making and plans for the future.