Summary
Firms need a new generation of customer service agents who have the expertise and people skills to solve complex problems.
Employees who use the latest messaging tools for personal conversation excel at using the same tools for customer service. Remote work and flexible schedules enable firms to find a wider pool of qualified candidates for customer service.
Devoted customers bring their passion for the brand as customer service agents.
Emotional intelligence becomes more important as firms serve customers who have complex needs or provide unclear social cues.
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