The Covid crisis had a profound impact on customer service centers, on sales and marketing processes. Personnel needed to be sent to home offices with infrastructure for this not being really in place. Coordination became more difficult, especially in environments that did not base on trust already before. Morale was affected, too.
What did companies do to address the challenges that came up? With what success? Did leadership behaviour change?
We talked to one of the foremost analysts who cover the customer service and customer engagement arena: Kate Leggett of Forrester Research.
Lots of ground to cover in a mere hour. But Kate knows her stuff.
Be informed and listen to what she has to say. It is worth the time.