The world of work has undergone major upheaval in recent years. In 2019, when we published our last State of Work report, the biggest challenge facing customer support teams was a lack of coordination. Today, the situation is very different: the health crisis has profoundly changed the way we work, and the economic downturn is forcing us all to perform better with fewer and fewer resources.
In our latest State of Work report, we examine how customer support teams can boost productivity despite the current economic instability. We discovered that most teams are missing out on more advanced and efficient ways of working. They aren’t harnessing the potential of automation and artificial intelligence to transform their businesses. It’s time to change that.