As customer service teams contribute more significantly to a brand’s bottom line, technology is playing a bigger role in their day-to-day workflow. As more purchases are made online, pressure mounts for customer service agents. Last month, luggage brand Away’s Slack messages made clear how strained customer service representatives become when an e-commerce company grows quickly. Everlane’s part-time customer service team began unionising in December, citing a lack of benefits and an untenable, high-pressure work environment. Last autumn, Rent the Runway’s customer service reps bore the brunt of appeasing disgruntled customers when a system switchover failed. Read more…
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