We are used to customer service living on the lower rungs of the corporate totem poll. Call centers are one of the first things to get oursourced, and how often do you see high-level management with a customer service background? Well, that’s gonna change. As technology closes the gap between the customer and the company, the business battle will be fought increasingly on the front lines instead of that back office. And that means customer service will play a key role in a company’s bottom line. Companies aren’t clamoring to bring back their call centers (and probably never will), but the human touch is back as a requisite for success; something that customer service has always owned.
