New Digital Initiatives Help Customer Service Teams Meet Demand
Customer service teams are becoming more strategic in recent years with their digital engagement activities, according to new research.
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New research from Salesforce shows that 81% of customer service teams have accelerated their digital initiatives to meet service demand, with 71% citing the pandemic and rapid digitalization as causes. As a result, 77% of service agents say their role has become more strategic in the last two years, relying more on their organization and technology to perform adequately.
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