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SHARE Often overlooked in technological industries, customer service representatives act as the front line in dealing with customer experience issues, offering a human touch to an environment overrun by technology. With the pandemic beginning to subside, it’s more important than ever for customer service reps to be prepared for an increase in customer engagement across a spectrum of industries. “It’s created a whole new set of needs around collaboration and communication,” said Jonathan Rende (pictured), senior vice president and general manager of product at PagerDuty Inc. “We’ve seen that customer service teams are a critical component working with development and being part of a three-legged stool that has to work together well for great customer experience in the digital age.” ....
SHARE PagerDuty Inc. is at the top of the digital infrastructure game, with over 60% of Fortune 100 companies utilizing its services for cloud computing incident management. With an impressive client base and an industry that commands innovation, PagerDuty is consistently releasing new products and services to keep up with the ever-evolving cloud. “PagerDuty, even with the pandemic, still grew pretty rapidly last year,” said Sean Scott (pictured), chief product officer of PagerDuty. “And it speaks to that migration to digital where digital is now becoming table stakes and just part of what you have to do as a business as opposed to it used to be a goal. You have to focus on your digital platform if you want to simply stay relevant today.” ....