Advance an All-Digital Customer Service Initiative by De-emphasizing Telephone Calls
"Superior digital customer service experiences have yet to materialize because of some customers’ continued preference for the traditional telephone channel."
Gartner’s research report discusses:
- "How to identify which customer segments will migrate more rapidly to digital engagement"
- "Some early opportunities to lower the inbound cost of telephone calls"
- "How to assess the current and likely future state of technology to support digital engagement"
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in CX Services
- Nelson Hall
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Gartner, Advance an All-Digital Customer Service Initiative by De-emphasizing Telephone Calls, By Analyst Steve Blood, Published 26 October 2021
*GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.