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Customer Service and Support Leaders Accelerate Self-Service Initiatives Due to COVID-19 Impact on Service Contact Volumes, Says Gartner

Customer service and support leaders are accelerating self-service initiatives to mitigate potential negative impacts of the pandemic, according to Gartner, Inc. More than 40% of customer service and support leaders have experienced increased service contact volumes compared to original 2020 projections due to the COVID-19 pandemic.

Future of WorkMelissa FisherMarch 15, 2021Customer Service Leaders, Support Leaders, Business Transformation, COVID-19, Customer behavior