Omnichannel Call Centers Usher in a Golden Age of Customer Service
By Joel Sylvester, Chief Client Officer, Five Star Call Centers Consumer-to-brand interaction today looks much different than it did decades ago. Today, customers have technology at their fingertips, which has changed how often and in what ways people experience and interact with companies. The digital age—with the introduction of new technologies, social media presence, AI,…
2022 State of Customer Service – The People
In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year. In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on our people.
2022 State of Customer Service – Industry
In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year.
In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on the industry.
2021 State of Customer Service: People
In the 2021 State of Customer Service, Five Star Call Centers discusses the post-pandemic effects on employees, including the future of work-from-home in the industry.
2021 State of Customer Service: Call Center Technology
In the 2021 State of Customer Service, Five Star Call Centers discusses advances in call center technology that are driving the industry forward.
2021 State of Customer Service: Industry Change
In the 2021 State of Customer Service, Five Star Call Centers discusses the post-pandemic effects on the customer service industry.
The 2020 State of the Customer Service Industry – Part 3
In the 2020 State of Customer Service – Part 3, our Five Star team discusses the shift to work-from-home in the customer service industry, including hiring and recruitment, associate retention, and at-home office space.
The 2020 State of the Customer Service Industry – Part 2
In the 2020 State of Customer Service, our Five Star team discusses the impact of real-time reporting, artificial intelligence, business integration and innovation on the industry.
The 2020 State of the Customer Service Industry – Part 1
In the 2020 State of Customer Service, our Five Star team discusses the impact of COVID-19, digital expansion, and social responsibility on the industry.
