Customer service and support employees want to continue working from home

Service leaders should factor employee desire into post-COVID-19 workforce plans. Service employees who traditionally did not have many opportunities to WFH are now used to it and like it, and they wish to continue in some capacity once the pandemic is over. In September 2020, Gartner surveyed 5,000 employees, including 550…

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Customer service focus will be on digital channels and capabilities in 2021

Insight into customer service and support priorities. Seventy percent of customer service and support leaders plan to dedicate the largest budget allocation to digital channels and capabilities in 2021. According to a recently released survey by Gartner, transitioning to self-service channels and bolstering digital capabilities remains a top priority for…

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NSW Department of Customer Service makes invoicing sustainable

Dedicated gateway on the MessageXchange Cloud service that connects to the SAP ERP system at NSW DCS. New South Wales Department of Customer Service (NSW DCS) has implemented MessageXchange, a business-to-business integration solutions such as electronic data interchange (EDI) and e-invoicing. The implantation will create sustainable e-invoicing that streamlines the…

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