Gartner Blog Network

Allegra Ubbes
Sr Specialist, Advisory I
4 years at Gartner
2 years IT Industry

As a Sr. Specialist within Gartner for Service and Support, Allegra Ubbes is responsible for supporting and partnering with executives at client organizations to identify and apply insights to their most critical challenges. She provides advice for executives across a number of decision areas, including: Contact center talent management, quality assurance, post contact surveys, loyalty, channel management and service experience measurement.Read Full Bio

Resist Temptation: Don’t Double Down on Productivity Metrics in WFH Environment

by Allegra Ubbes  |  June 15, 2020

With most customer service representatives now working from home, many service and support leaders have asked: “how do we monitor our customer service reps in this new environment?” The reason they’re asking is because many service leaders feel a loss of control in their Talent Management activities. The shift to work-from-home (WFH) is forcing leaders […]

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