RESOURCE CENTER

BROWSE BY CATEGORY
 
 

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 organizations built for agility thrive — even during a pandemic.

 
 

88%

of service teams say the pandemic exposed their tech gaps

 

77%

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

 

81%

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

 
 
 

Learn how the strategic role of service is changing.

COVID19-playbook

Fill out the form to get this report.

Enter your first name
Enter your last name
Enter your title
Enter a valid email address
Enter a valid phone number
Select your country
By registering I confirm that I have read and agree to the Privacy Statement.
 
 

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
 

More Resources

 
Learn more about Forbes Insights Research - The Experience Equation
Report

Forbes Insights Research - The Experience Equation

Go to the Service Leaders Guide to Resiliency
Video

Service That Is Built for Personalization: 5 Customer Stories

Service That Is Built for Personalization: 5 Customer Stories
Fill our form
Demo

Deliver Service That Is Built for Scale

Service Cloud demos
 
 

Get weekly updates and fresh ideas delivered to your inbox.

Enter a valid email address