In the past 18 months, customer service and support organizations have been on a roller coaster as the pandemic forced great changes on workplaces and routines. For many organizations, hiring has become difficult and attrition high as remote work diminished the everyday collaboration and mentoring that characterize most support operations.
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Unlike many companies, ServiceNow customer support managed to thrive during the pandemic. We recently sat down with Dean Robison, ServiceNow’s SVP of Customer Service and Support, to talk about why organizations must scrutinize the total experience—involving both employees and customers—to create a great customer experience and stay ahead of the competition.
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