Gartner® research report

Equip Your Customer Service Reps to Support Seamless Customer Journeys

Key customer journey mapping recommendations for contact centre leaders

Customers today can interact with organisations through a multitude of channels — Voice, web chat, email and social media. In response, organisations have invested in different systems to enable agents to engage on the channels their customers prefer.

But this patchwork of systems creates an inconsistent, disconnected customer journey across multiple touchpoints. This increases cost to serve and diminishes the customer experience.

These challenges have forced customer service leaders to reevaluate their current patchwork of systems. And instead, invest in an all-in-one contact centre solution that enables agents with the tools to engage across channels and provides native WEM capabilities to ensure agents have the skills to deliver consistent customer experiences.

A recent Gartner report offers key recommendations for leaders on how to equip customer service agents to support seamless customer journeys. You’ll also get insights on:

  • Top organisational customer service and support challenges for the next 12 to 18 months
  • How to enable effective utilisation of CSRs for multichannel engagement
  • Core capabilities in a unified agent desktop to support a seamless customer experience

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Gartner, Equip Your Customer Service Reps to Support Seamless Customer Journeys, by Steve Blood Published on 5 May 2022.