The combination of advanced technology and pandemic-related workplace shifts has brought about a lot of changes in the customer service industry. The first, and perhaps most notable, trend for 2022 is the continuation of remote work. Despite the effects of COVID-19 starting to subside, many customer service employers are ready to make remote or hybrid work a permanent option. Advancements in technology have also changed the way of work for those in the customer service sector. For example, AI (Artificial Intelligence) and automation have eliminated some of the routine tasks for customer service agents and improved KPI tracking. Additionally, CRM (Customer Relationship Management) systems now allow agents to offer a more personalized customer experience, a feature that many consumers have now come to expect. Another trend in customer support is multi-channel communication that includes the use of phones, emails, mobile devices, social media and e-chat. Today’s customer service professionals must be able to work from home; be tech-savvy enough to use the company software platforms, including communication and CRM systems; and be flexible enough to provide each customer with a personalized experience.
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