What You’ll Find in This Report : For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:
- How customer service standards continue to change in the midst of crisis
- Which strategies, tactics, and technologies service organizations are turning to in the new normal
- How service organizations are navigating abrupt changes in their work environment
- The impact and trajectory of field service during a time of social distancing
Data in this report is from a double-blind survey conducted from August 21 through September 26, 2020, that generated 7,095 responses from full-time customer service professionals across 33 countries and six continents. Respondents are third-party panelists (not limited to Salesforce customers). See page 47 for further survey demographics.
Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from exact numbers (not rounded numbers).
Executive Summary : In the face of unexpected and extraordinary change impacting every facet of business and society, service transformations have kicked into overdrive. A swift shift to digital-first customer engagement and remote work, among other factors, has prompted teams to reconsider the future of their people, process, and technology.
Included In This E-Book
- 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
This article is posted at salesforce.com
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