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Tag: state of service

Customer Service in 2021 and Beyond: Salesforce Study Reveals the Pandemic’s Lasting Impact

Customer Service in 2021 and Beyond: Salesforce Study Reveals the Pandemic’s Lasting Impact

Source: Salesforce News & Insights As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. That’s according to Salesforce’s fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforce’s largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers:…

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