TECH BUYER Jan 2020 - IDC Perspective - Doc # US45946620

Customer Service and the Future of Work

By: Amy LoomisResearch Director, Future of Work, Mary WardleyProgram Vice President, Loyalty and Customer Care

Abstract

This IDC Perspective explores the dynamics of how customer service is evolving at the intersection of customer experience and employee experience. Practitioners will learn the importance, dynamics, and benefits of implementing the elements of the Future of Work within customer handling.

"As digital transformation initiatives and customer experience improvement goals lead the list of corporate directives, the ripple effect includes those customer-facing employees — the agent who has direct interaction with customers," says Mary Wardley, VP, Customer Care and CRM at IDC. "This growing attention to employee engagement needs to be addressed through Future of Work principles and a holistic approach that encompasses workforce, workspace, and work culture," adds Amy Loomis, research director, Future of Work at IDC.


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