What You’ll Find in This Report
For the fifth edition of our “State of Service” report, Salesforce Research surveyed 8,050 customer service
professionals to determine:
- How service organizations continue to adapt to an ever more digital-first environment
- How economic uncertainty is impacting plans for investments in people, processes, and technology
- The evolving role of field service in overall customer service strategies
- Approaches to talent management and development in a challenging labor market
Data in this report is from a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses across 36 countries. Respondents are third-party panelists (not limited to Salesforce customers). See page 23 for further survey demographics.
Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from total numbers (not rounded numbers).
Included in this ebook :
- Connection Is the Heart of Service
- Digital Engagement Becomes the Norm
- Customer Service Extends to the Doorstep
- Labor Dynamics Put Focus on Agent Experience
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