overview

Customer support has been transformed by COVID-19, which provided a catalyst for new ways of working and engaging.

Prior to the global pandemic, the majority of customer service and support organisations worked from traditional call centres, with a few staff members working from home. Now, that has drastically changed, with many customer-support workers working remotely at least some of the time, and some organisations even piloting full work-from-home policies, which have helped to make it easier to fill call centre roles.

With these policies in place, customer support workers have had to adapt to new hybrid or home-working arrangements, transitioning contact centre tools to their home offices. Customer support personnel also need to be able to use collaboration tools like instant messaging to connect with colleagues in real-time to get input and advice.

Good customer support personnel are more highly valued now than ever before, as customer service’s impact on business has been highlighted by the pandemic. Moreover, as more customer interactions move online, the importance of human engagement is actually increasing. In particular, rather than dealing with routine requests, customer contact personnel tend to be contacted by customers to deal with complex issues and transactions. This requires both superior knowledge of products and services and excellent empathy and communication skills to deal with customers who may be frustrated or stressed. 

People with customer engagement experience within industries like health care, banking, retail, and government are all in particularly high demand.

 

key facts

what admin skills do you need this 2022?

in-demand skills & qualifications

in-demand skills & qualifications

in-demand skills & qualifications

in-demand skills & qualifications

want to connect with one of our consultants?

find our nearest office

in-demand skills & qualifications

in-demand skills & qualifications