There’s a dual challenge for customer service in Australia and New Zealand. First, service is becoming more strategic and is demanding a deeper, more proactive understanding of customer needs. Second, this evolution has to happen amid spiking caseloads and more complex customer problems – not to mention flat budgets. 

How can customer service teams keep pace with this new reality and do more with less? In our latest State of Service report, more than 7,000 service professionals told us about new challenges and how they’re adapting. Their responses reveal important takeaways for ANZ organisations, along with major customer service trends for 2021 and beyond. 

Here are the highlights.