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

Identify Value Enhancement Activities in Customer Service that Drive Loyalty Behaviors

by Allegra Ubbes  |  September 8, 2020

    Service leaders have long asked what role Service and Support plays in customer loyalty returns, and Gartner has studied this critically important question for more than a decade. Our first customer loyalty study revealed that customer service has nearly 4x more potential to degrade loyalty than to boost it. As a result, the […]

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Customer Service Can’t Win the Loyalty Game on Defense Alone

by Allegra Ubbes  |  July 21, 2020

Of all the things I’m missing right now, I think I miss sports the most. From the age of three, sports have played a huge role in my life, and my favorite sport has always been soccer. When we’re not in the middle of a pandemic, I play on a team in Chicago as a […]

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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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