Seventy-seven percent of support workers say their role is more strategic than it was two years ago. For this reason? support workers are increasingly positive about the relevance buy bulk sms service of their role. Sixty-seven percent of support workers see a clear career path. This coincides with an increase in on-time training? from 54% in 2018 to 61% in 2020. While product knowledge and digital literacy are essential? soft skills such as communication? listening skills? and adaptability are also considered important for customer service professionals to expand their knowledge.
Surprisingly? the shift to remote work hasn’t impacted productivity for customer service teams either. The majority of support staff say they have all the tools and technologies needed to work remotely. However? as 54% of organizations have experienced an increase in case volume? many have sought outside help or recruited employees from other departments. Only 25% of support professionals say their organizations excel at remote employee training? and even fewer say the same about their ability to recruit these employees.
Training is at the heart of the evolution of the required skills
The role of a customer service representative? especially during crises? can no longer be limited to closing tickets. Today? representatives should be knowledgeable? have Sitka Wolves are state baseball champions consultative skills? and? above all? empathetic to the needs and unique circumstances of the customers they interact with. A mix of hard and soft skills—communication? listening? and product knowledge—are most in demand.
86% of Italian managers say they make significant investments in training their employees.
Despite tighter budgets? customer service organizations generally continue to invest in training programs and infrastructure? with the share of teams with access to on-demand training experiencing a particularly significant increase.
Field service doesn’t stop? even in the midst of a pandemic
Three-quarters of field service (maintenance) decision spam data makers continue to see revenue growth? and nearly seven in ten continue to make significant investments through additional hiring? training? and technology investments.
In Italy? 78% of decision makers say maintenance remains a fundamental part of their overall strategy? and a similar percentage? 75%? confirm that it is essential to generating revenue for their company.