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.

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.

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.

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.

Devin Poole, a Senior Director, Advisory, with the Gartner or Customer Service and Support Leaders’ practice, has been supporting customer service leaders for nearly a decade, delivering insights into customer loyalty, digital transformation and strategy, to name a few. Devin’s work has led him around the world, and he’s served clients in EMEA, ANZ and NA, too. (Run time 28:18)

Clients are trying to develop the most effective talent strategy that they can, and they know their managers are key to reaching their talent goals. But, what is the most effective manager profile to coach their supervisor staff in the contact center of the future? What profile should I avoid encouraging? Run Time: 28 minutes.