Reevaluate Customer Service & Support Metrics to Achieve Business Objectives

Faced with evolving business priorities, many customer service and support leaders find their performance and customer experience (CX) metrics no longer align with their functional and corporate objectives. According to Gartner, 74% of service and support leaders expect communicating the value of their function to the wider enterprise to be challenging. One reason for this is that leaders often communicate using operational metrics rather than adopting better-suited metrics that demonstrate tangible contributions to the business. In 2024, 81% of service and support leaders recognize it is a moderate or significant priority that they need to reevaluate the metrics they use to measure performance in the coming 12 to 18 months. Join this complimentary Gartner customer service and support webinar as Gartner experts Christopher Sladdin, Deborah Alvord, and Daniel O'Sullivan offer best practices for reevaluating performance management for customer service and support.

• Identify best-fit customer service & support metrics which correlate with your business objectives 

• Set appropriate targets for your objectives that do not rely on  external CX benchmarking 

• Design a new service & support management dashboard that better communicates your progress

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.