IMPACT OF COVID 19 TO CUSTOMER SERVICE INDUSTRY

All over the world, COVID–19 has created wild shifts in workloads, both up and down.
COVID–19 has created changes much greater in scale and with much less warning. This
pandemic has been catastrophic for many industries, creating an immediate substantial drop in
business. That has led to temporary or permanent job losses across the business, including
customer service departments.

Before the pandemic, it was typically easier to meet day-to-day expectations by evaluating
the overall response of the support agents towards customers and checking their work in the
office. Now, you need to rely on online tools to make sure everything is up and running so
compared with traditional office jobs, remote work is extremely flexible, and or hard on other
people who's not techy. While dealing with new remote support agents, you should teach them
the importance of time management and implementing those time management techniques in
the remote workplace.