There are approximately 3 million customer service reps in the U.S. and millions more around the globe. Most of these representatives work in call centers saw widespread disruption, resulting from the Covid-19 pandemic. Chaos in customer service exploded as companies attempted to balance worker safety while maintaining business continuity. Many are shifting to new operating models and adopting new technologies to support customers through these difficult times.
CGS polled customer experience (CX) business leaders in July 2020 to understand what impact the pandemic is having on services and what solutions they’re considering to meet consumer demands long-term.