The Gartner Customer Service Podcast

The Future of Work From Home Strategy with Pete Slease and Sarah Dibble

The work from home “new normal” may have already arrived, so how can service and support leaders get their strategy right? This podcast will examine the mistakes that were already made in setting up a work from home function, and how leaders should be spending their investments and energy on improvement projects to build a foundation upon which a sturdy work from home strategy can be built to last into the future. Run time: 31:04.

Fast Track Interviewing Best Practice with Amie Binning and Mark Dauigoy

Hiring successful reps means screening for those candidates who have the right personality for the job. Find out how to run fast-paced interviews to raise red flags on poor fit candidates while improving the likelihood to retain the best candidates. Also, what is the profile of today’s high performing rep, and how can we interview successfully in a virtual environment? Run Time: 26:38.

Dynamic Customer Engagement – An Interview With John Quaglietta and Philip Jenkins

John Quaglietta is a senior director analyst within the Gartner customer service and support group. He has spent the last 25-plus years leading teams across sales, customer service and support, consulting, and customer success. During this time John has also led strategic transformation projects focused on improving customer experience, increasing digitization, driving retention and growth, implementing work-from-home programs and utilizing technology to improve processes and drive sustainable cost improvement. Philip Jenkins is a senior director analyst within the Gartner customer service and support group. Run time: 25:08.

Best Practice Corner: Channel Switching VoC with Pete Slease and Lauren Villeneuve

Many service functions are making large investments to improve their customer experience. Learn how one company was able to utilize customer interviews to field VoC data to understand potential solutions to their channel strategy challenges, and how service and support leaders can employ this same strategy to make informed decisions to improve the customer experience across our function.

News of the Day: Voice of the Market with Mark Dauigoy and Andrew Schumacher

In order to understand the most common challenges our clients face, the Gartner Service & Support Practice collects and tracks the voice of the market: a summary of the questions our clients are asking us, and our thoughts on how to address those common topics. This podcast will examine these questions to help clients understand how others are setting their strategy amidst the COVID-19 pandemic. Run time: 34:46. Senior Principal, Advisory, Andrew Schumacher has been with Gartner for more than five years as an advisor to both Sales and Service leaders in his time at the company. Senior Director, Advisory, Mark Dauigoy has been with Gartner for more than seven years as an advisor with the Customer Service and Support group.