New report: Customer service is king in today’s marketplace

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Written by Nell Alcantara

A new report has revealed that there’s “growing labor market demand for customer service experts” in the marketplace that is “driven by increasingly savvy customers.”

A new report has revealed that there’s “growing labor market demand for customer service experts” in the marketplace that is “driven by increasingly savvy customers.”

According to a newly released workforce trend report by the nonprofit College for America at Southern New Hampshire University, “customer service representatives with problem-solving and communication skills are needed to support today’s informed and connected customers. Yet qualified candidates are often in short supply, even as business needs grow rapidly.”

“Even as companies rely more heavily on technology solutions, customer representative jobs are projected to grow 13 percent by 2022,” said Melissa Goldberg, primary report author and Senior Workforce Strategist at College for America.

This report explores why good customer service is increasingly important in today’s growing and competitive marketplaces and how that is affecting the requirements of customer service roles across many industries, including retail, insurance, and banking. It also identifies steps businesses can take to attract and retain high-potential service representatives, such as educating employees, giving staff more autonomy to solve problems, and compensating customer service employees competitively.
This report is the product of the workforce strategies team at College for America, which is dedicated to better connecting higher education, workforce research, and labor market trends.

The seven-page report, “Customer Service Trumps Cost as King: How customer expectations are reshaping business needs and skills requirements,” is available for download here: www.collegeforamerica.org/customer-service-report

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Avatar of Nell Alcantara

Nell Alcantara

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