Get research-based insights on how service teams are transforming in an era of heightened customer demands. Inside the “Second Annual State of Service” report, over 2,600 customer service professionals weighed in to identify the biggest shifts impacting the industry. Key findings include:

  • 68% of service teams say they're leading customer experience initiatives across the business
  • Service leaders are investing in agent success, empowering their teams with training and autonomy
  • New KPIs are emerging, showing that service teams are increasingly focused on customer success
  • Top service teams are 2.2x more likely than underperformers to excel at leveraging artificial intelligence
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