The evolution of customer service has been relatively incremental over the years. Without question, there have been some ground-breaking innovations that have exponentially changed the way companies interact with customers – digital channels and self-service tools immediately come to mind. But for most small businesses, the maturation process has been steady, always seeming on the cusp of real transformation.
As the new year approaches, customer service leaders have a chance to reflect on what went right and wrong in this historic year. Overall, it appears many small businesses have been able to maintain operations despite a global pandemic.
