The world of work has changed radically in recent years. In 2019, when we published the last State of Work report, the biggest challenge facing customer service teams was a lack of coordination. However, the current landscape is very different: a pandemic revolutionized the way we work, and the economic crisis has forced us to increase productivity with fewer resources.
In our latest State of Work report, we analyzed how customer service teams can improve productivity in the current challenging environment. The results showed that most support teams are missing out on opportunities to implement more efficient and innovative ways of working and are failing to leverage the benefits of automation and AI to transform their work. It’s time for that to change.
