Deb Alvord

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

Articles by Deb Alvord

Voice of the customer insights should benefit the entire organization, and here's how to leverage them for maximum impact.
Posted February 23, 2024

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