Complex tools and low self-service adoption are just some of the challenges CSS leaders face. In a new byline for MyCustomer, GartnerCSS analysts Brady Holbrook and Sarah Dibble share how ServiceLeaders can tackle their top challenges. Learn more:
in response to shifting customer needs. According to Gartner research, 73% of reps agree that doing their job in today’s environment requires complex skills.
Design elements: While customer interactions are increasingly complex, understanding the customer doesn't have to be. Make information easy to consume so reps can quickly understand the nature of the customer's need – and opportunities for value-add service. Dynamic guided workflows: While providing information to reps so they don’t have to search for it is beneficial, an even better approach is to provide reps with dynamic workflows that incorporate pieces of customer information and company knowledge.
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