A new GartnerCSS survey found 45% of customer service reps avoid adopting new tech. Why is that? Learn more here: GartnerCSS CustomerService Rep TechTrends
Forty-five percent of customer service reps avoid adopting new technologies by relying on legacy systems and tools, according to a survey from Gartner, Inc.
“Many leaders believe that certain groups are less likely to adopt new technologies, such as reps who are older or work from home,” said Melissa Fletcher, Sr Principal, Research in the“However, the survey shows that these groups are not more likely to resist new technology, and what matters instead is reps’ access to legacy systems and tools.”
“Shutting down old systems is the single most impactful action that a leader can take to encourage rep adoption of new technologies, but it shouldn’t happen all at once,” said Fletcher.
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