Leaders must prioritise customer service
70% of organisations see a direct connection between customer service and performance, but 40% say it isn’t prioritised by their C-Suite staff. Leadership must make the link between support teams and bottom line impact.
The role of service teams needs to change
71% of leaders report that their agents are essential to driving sales. Customer service leaders should go beyond solving problems and transform their organisation by fostering profitable growth.
Businesses have to meet customer expectations
Over 60% of consumers say that last year’s crisis raised the standard for customer service, but 54% feel that organisations still treat it as an afterthought. Growth depends on building better customer experiences.
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