Deb Alvord

Senior Director Analyst in Gartner’s Customer Service & Support Practice
Deb Alvord

Articles by Deb Alvord

Companies need to supplement traditional surveys with speech and text analytics
Posted February 10, 2022

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements.
Posted July 01, 2021

Investing in digital self-serve channels will improve, not hurt, contact center operations.
Posted May 03, 2021

Customer service leaders must prioritize employee health and safety as plans are made to re-open offices.
Posted June 25, 2020

Contact center managers need to be a little more flexible and open with employees working from home.
Posted April 24, 2020