Trend Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — Build Your Strategy For A Resilient, Digital-First Service Organization

Ian Jacobs
Jun 30, 2020  

Summary

To thrive coming out of this pandemic, brands will need to reassess their customer service labor models and their outsourcing partners. Business continuity plans for many customer service organizations were laid low by COVID-19; use this opportunity to craft a new approach to continuity that can truly withstand global crises.

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