Fourth Edition – State of Service

As I write this note, businesses across all industries and geographies are wrapping up a year of extraordinary change, challenge, and consequence that few of us could have predicted. While no role is left untouched by our global health and economic crises, service organizations have experienced particular upheaval. Case volume from anxious and confused customers skyrocketed, the move to digital channels surged, and teams navigated an extraordinary shift toward remote work for some employees and new safety protocols for others. All the while, few organizations saw a corresponding influx of resources.