With customer care centers running at reduced capacity and request volumes running high, customer service leaders find the benefits of deploying digital experience and self-service automation to scale support and be resilient to the unprecedented challenges of a pandemic.

In this report, we believe you’ll learn how to:

• Address customer service challenges of COVID with Gartner’s six-step action plan
• Utilize automation technologies to offload high call/ticket volumes to self-service
• Drive the organization to become a more mature digital customer service operation