Reinventing customer service

The upheavals of 2020 will have a long-term impact on the way we work.

They’ve created an opportunity for every organisation to embrace better ways of working—approaches that combine the best of what we had before with the new, more efficient processes discovered during lockdown.

This is especially true for customer service teams. The overnight move to completely remote working disrupted many service processes and call centres. But they also exposed new ways to think about service delivery and how best to support the people who do such important work.

Big challenges lie ahead—key among them being how to respond to skyrocketing customer expectations, while reinventing the way service and support teams operate.