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Equip Your Customer Service Reps to Support Seamless Customer Journeys

A Gartner Report

In a recent Gartner survey, nearly 75% of organizations said their top challenge in the upcoming year is providing smooth customer support across channels. According to the report,  “The diverse range of customer service touchpoints has resulted in disconnected customer experiences and increased cost. Application leaders responsible for customer service need to equip customer service representatives with the necessary tools and skills to deliver seamless customer journeys."

With increased communication channels and customer expectations, it can be hard to know what resources your agents need to provide positive service experiences. This Gartner report provides insights on which tools your agents need and how to use them to create a consistent and connected customer journey. 

In this report, you will learn:

  • How a unified agent desktop can give Customer Service Representatives (CSRs) a 360-degree view of the customer
  • Why reskilling and multiskilling CSRs is important for more complex, digital-first engagements
  • Why a consistent blend of asynchronous channels is needed for maximum CSR performance

Download this complimentary report to learn how you can provide seamless, connected and more efficient customer support across channels.


Gartner, “Equip Your Customer Service Reps to Support Seamless Customer Journeys,” Steve Blood, May 5, 2022
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Calabrio. 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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