A Gartner survey revealed that most millennials (62%) and Gen Z customers (75%) report they would use noncompany guidance (such as a subreddit, Google search or YouTube video) to self-resolve their issues either all or most of the time, even when they have the option of contacting customer service.
Read MoreEmployees who traditionally did not have many opportunities to WFH are now used to it, like it, and wish to continue in some capacity once the pandemic is over. This is in line with most service leaders who believe WFH is here to stay post-pandemic. 81% of service leaders believe between 30-80% of their workforce will primarily be working from home two years from now.
Read More
