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"
VIEW THE GARTNER REPORT

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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.