高级客户服务主任看到了朋友rtunity to reduce his organization’s cost to serve by improving customer loyalty and reducing customer effort. Over several months, Gartner provided comprehensive support on improving talent management (live service channels) and multichannel strategy through tools, advisor partnership and research.
Drive business impact by reducing cost to serve through a low-effort service strategy.
Gartner identified the biggest opportunities for service rep talent management and supported the development of a high-quality staff coaching plan based on our Improving Service Rep Experience research. Other Gartner support included evolving talent evaluation criteria into a competency-based model and leading a team session on developing a multichannel strategy to guide customers to faster resolution. Gartner also introduced turnkey tools, such as ourIgnition Guide to Building a Customer Service Journey Map, and further incorporated the principles ofEffortless Experienceresearch.
With Gartner’s support, the client saw first-contact resolution rates rise from62% to 80%, same-day resolution rates increase from76% to 90%and speed to answer decrease fromsix-and-a-half minutes to less than one minute.
Industry:
Automotive Software
Revenue:
Approx. $7 billion
Employees:
10,000
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