Gartner Blog Network

Posts from Date:   2020-6

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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