Intergram Research Services surveyed senior managers in customer
service roles at 200 U.S. enterprises with at least 500 employees.
What customer service leaders do differently
The findings identified three strategies that lead to better
- First, top‑tier organizations
have embraced the concept of providing customer service as a team
sport. For example, top‑tier organizations are 127 percent more
likely to have enabled their customer service agents to engage
different parts of the organization when addressing a customer’s
- Second, top‑tier organizations are 163 percent more
likely to be able to address the root cause of a customer’s
problem (a crucial component of closing the resolution gap).
- And third, top‑tier organizations are 36 percent more likely to
offer self‑service options for simple requests, which frees
them up to focus on more strategic issues.
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