Customer service and support leaders face a wide range of challenges in a post-pandemic world. They’re facing new ways of working in a "forever hybrid" model, a competitive talent market that expects greater flexibility in how they work, and disengaged representatives. Organizations that maintain an inflexible environment risk higher levels of employee dissatisfaction and turnover.
As the hybrid model of working becomes permanent, service and support leaders will need to implement new strategies that enable flexible workplace environments and the employee value proposition to keep up with worker expectations.
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