Learn from the past, decide the future.
The increasing decline in the quality of customer service and support is costing companies $62 billion per year.
Recent statistics show an estimated 54% of consumers report that they switched to a different business as a result of poor customer service. For most companies, the problem starts with the customer service organization. As frustration increases and CSAT declines, many customers are turning to other communication methods such as customer chat, email, social media and self-help solutions.
The rapidly evolving tech labor market presents challenges in building competency and retaining talent.
With today’s rapidly changing IT and tech trends, companies can’t build competency and train workers in time to support their customers. Employer demand for tech talent is overwhelming the supply. Companies must find a new approach to recruiting, training, and retaining their talent. This requires companies to identify the need for specific skills and seek experience and specialized skill sets to fill the gaps.
Many companies are implementing AI/cognitive technology to overcome resource constraints, cut costs and replace job functions.
Humans performing skills-based tasks are being replaced with AI. Research shows by 2021 solutions powered by AI/cognitive technology will displace jobs in transportation, logistics, customer service and consumer services. The generation ahead faces some overwhelming challenges and must prepare and equip themselves with the knowledge and skills that prevent them from becoming redundant.