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The Gartner Customer Service Podcast

Updated 23 days ago

Business
Management
Marketing
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Gartner’s Customer Service experts will push the boundaries and challenge the conventional wisdom of customer service in this fast-paced and data-driven podcast focused on all things customer service.

Read more

Gartner’s Customer Service experts will push the boundaries and challenge the conventional wisdom of customer service in this fast-paced and data-driven podcast focused on all things customer service.

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iTunes Ratings

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Average Ratings
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Best weekly hand curated episodes for learning

Cover image of The Gartner Customer Service Podcast

The Gartner Customer Service Podcast

Latest release on Oct 05, 2020

Best weekly hand curated episodes for learning

The Best Episodes Ranked Using User Listens

Updated by OwlTail 23 days ago

Warning: This podcast has few episodes.

This means there isn't enough episodes to provide the most popular episodes. Here's the rankings of the current episodes anyway, we recommend you to revisit when there's more episodes!

Rank #1: The Future of Work From Home Strategy with Pete Slease and Sarah Dibble

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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.

Oct 05 2020

31mins

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Rank #2: Fast Track Interviewing Best Practice with Amie Binning and Mark Dauigoy

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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.

Sep 18 2020

26mins

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Rank #3: Dynamic Customer Engagement – An Interview With John Quaglietta and Philip Jenkins

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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.

Sep 02 2020

25mins

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Rank #4: Best Practice Corner: Channel Switching VoC with Pete Slease and Lauren Villeneuve

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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.

Aug 06 2020

27mins

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Rank #5: News of the Day: Voice of the Market with Mark Dauigoy and Andrew Schumacher

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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.

Jul 23 2020

34mins

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Rank #6: True or False: Customer Service Drives Loyalty. A Conversation with Devin Poole

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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)

Jul 13 2020

28mins

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Rank #7: The Most Effective Managers Coach This Way, with Andrew Schumacher, Lauren Villeneuve and Amie Binning

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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.

Jul 06 2020

28mins

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Rank #8: Safely Returning to the Contact Center - An Interview with Deb Alvord & John Quaglietta

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In this episode Deb Alvord and John Quagietta, who have nearly four decades of contact center experience, address many of the challenges associated with the return to the contact center, as well as describe what companies should take into account to help ensure a safe return for employees.

May 28 2020

36mins

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Rank #9: Focusing on Customer Preference is a Trap

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In this episode of The Gartner Customer Service Podcast, Pete Slease and Andrew Schumacher discuss how service and support leaders can optimize their multichannel strategy while avoiding the pitfall of prioritizing customer preference above all else.

May 14 2020

33mins

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