Faced with seemingly random and fast-moving challenges throughout 2020, each one of us has had to consider what a changing world means for our personal life and for our business. It is hard to stay in this mindset because we all want to find a place where we feel comfortable again.
I feel lucky because I work and lead in an industry that is leaning into change: the customer service industry. As hard as it is to keep pace with everything happening around us, one thing I have noticed is that the companies and individuals responsible for helping us through many of our current challenges are doing a great job. Sure, there have been bumps and frustrations, but overall, contact centers have rolled with the punches and the lessons that came with them.
To find out how other leaders in customer service are adjusting to a new workplace, we worked with an independent research firm to find out which tools, technologies and processes might become a permanent part of customer service.
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