Could customer service soon become an attractive line of work?
Here’s a timely question: how much have companies transformed their customer service since the pandemic?
During lockdown, in many countries, most customer service staff worked from home. The pandemic was the largest collective distributed work experiment in history, and although many companies are being overly conservative and tending to return to pre-pandemic working conditions, it’s an experiment that isn’t going to be forgotten.
Customer service was not affected by the fact that the people delivering it were now mostly working from home, as opposed to call centers. The process was carried out in many ways, from the profoundly rudimentary — simply passing calls to another number — to providing staff with on-screen consoles that parallel the information they have in their traditional setting.
Companies’ ability to provide customer service in this way largely depended on the degree to which they had carried out their digital transformation. With many call centers having long since evolved into contact centers and bringing together different means of contact with customers, distributed work depends on how much of a company’s infrastructure has been moved to the cloud, on whether its employees have the means (Internet connection, laptop, additional screen, comfortable place to work, etc.)…
