How customer expectations are reshaping business needs and skills requirements

Workforce trend report:

Customer Service Trumps Cost as King

Customer service representatives with problem-solving and communication skills are needed to support today’s informed and connected customers. Yet qualified candidates are often in short supply—even as business needs grow rapidly.

This report explores why good customer service is increasingly important in today’s competitive marketplaces and how that is affecting the requirements of customer service roles.

It also identifies steps businesses can take to attract and retain high-potential service representatives. The findings are based on a cross-section of industry studies and surveys and the research of the workforce strategies team at College for America at Southern New Hampshire University.

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