State of Service

Learn how 7,000+ global service professionals are adapting during the pandemic.

Amidst all the uncertainty of 2020, one thing is for sure. Customer service has changed forever. Discover exactly how the strategic role of service is shifting.

See why service organisations built for agility thrive — even during a pandemic.



of service teams say the pandemic exposed their tech gaps



of service agents say their job is more strategic than two years ago



of service decision makers are accelerating digital initiatives due to the pandemic


Learn how the strategic role of service is changing.

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Our global survey of 7,000+ professionals found six major themes outlined in these chapters:

  • Teams Navigate New Standards of Engagement
  • Agent Agility is Key as Demand Surges
  • Service Extends to Sales, Marketing, and Beyond
  • Workforce Management Takes a New Shape
  • Career Paths Come into Focus
  • Field Service Evolution Drives Revenue

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