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Need for better customer service drives smart tech investments

Need for better customer service drives smart tech investments
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Service, support employees want to continue working from home

Feb 18, 2021 A massive 70% of customer service and support employees want to continue to work from home (WFH) at least once a week after the pandemic ends, according to a survey by Gartner. In September 2020, Gartner surveyed 5 000 employees, including 550 customer service professionals, and found that service employees who traditionally did not have many opportunities to WFH are now used to it and like it, and they wish to continue in some capacity once the pandemic is over. This is in line with most service leaders who believe WFH is here to stay post-pandemic. Eighty-one percent of service leaders believe between 30% to 80% of their workforce will primarily be working from home two years from now.

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