What does the future hold for customer care in 2024?

April 10, 2024
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What does the future hold for customer care in 2024?

There is a shift happening in the way customer care is being handled. With Gen Z opting for phone calls, boomers embracing digital chat, and #AI technology reshaping contact centers, customer care leaders are facing a pivotal moment.

In this ever-evolving landscape, customer care organizations are struggling to adapt to the new skills required to provide top-notch service in a digitally-driven, AI-powered world. The aftermath of the COVID-19 pandemic has led to high staff turnover rates, leaving supervisors scrambling to train new hires while neglecting the development of their existing teams. The shift to hybrid and remote work arrangements has further complicated matters, with some agents and team leaders feeling isolated and lacking the guidance they need to succeed.

The future of customer care in 2024 is uncertain, but one thing is clear – change is inevitable.

https://www.mckinsey.com/capabilities/operations/our-insights/where-is-customer-care-in-2024

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