The COVID-19 pandemic has affected just about every aspect of life – customer service is no exception. Even with the rise in the amount of employees working from home or other remote locations, customer service volumes have not slowed down at all. In fact, many businesses are reporting even more inquiries.
Due to these increases, businesses are making capital investments to improve their customer service capabilities. Many organizations are opting for artificial intelligence (AI), automation, and cloud-based platforms, tools, and applications to boost productivity. These trends were already making mainstream inroads prior to the pandemic, but the virus has been an accelerant.
