Gartner Blog Network

Posts from Date:   2020-3

Customer Service Leaders Need To Quickly Improve Organization’s Digital and Self Service Capabilities to Sail Through Covid-19

by Olive Huang  |  March 24, 2020

For the past two weeks, over a dozen Gartner clients have reached out to me in inquiries, seeking guidance in customer service strategies to sail through Covid-19 crisis. As countries ramp up their efforts to battle Covid-19, shutting down non-essential services, locking down towns, and stopping air travels, the disruption of the pandemic to society […]

Read more »

The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines, hotels, banks, telcos, utilities, universities, and government. As countries put emergency measures one by one, even the most thought-after fall-over plans across multiple countries could […]

Read more »