2021 Strategic Roadmap for Customer Service and Support: 10 Dilemmas
According to this Gartner report, "Customer service organizations face 10 dilemmas as they rethink their operations to show resilience to current and new digital business models."
2 of 5 of the Gartner report’s Strategic Planning Assumptions are:
- “By 2025, proactive outbound interactions will overtake reactive inbound interactions.”
- “By 2025, 40% of customer service organizations will become profit centers by becoming de facto leaders in digital customer engagement.”
Clear figures throughout aid understanding and help you to disseminate to colleagues.