By Andy Beamon
May 07, 2021
The COVID-19 pandemic changed and the recovery will further change just about every facet of American life. Customer service and how people interact with companies and government agencies is merely another example.
For many, the most apparent impact of customer service issues came from how long it took to handle their requests. A Washington Post story from early in the pandemic reported that “people hoping to defer mortgage or credit card payments, collect unemployment, cancel airline flights or locate missing shopping orders are all running into unprecedented waits for customer service by phone.
Based upon that experience, it is no surprise that one of the key facets of the American Rescue Plan is to ensure funding for modernizing technology across the federal government, a key priority for the Biden-Harris administration.
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