On January 6th, the article featuring the customer service trends of 2024 was published on Klaus’s website. Cynthia Mak contributed with her vision on leadership.
Working in customer service means working with people, for people. It’s all about people. Solving customer queries will become more complex over the years due to the increasing use of automation. Generation Z continues to enter the workforce with specific needs and desires, particularly in the areas of diversity and inclusion.
Major changes are on the horizon. It requires excellent leadership to guide teams through these transitions. Be warned: the days of mediocre management in support teams are over. Understanding how to lead people with personalized approaches (rather than fitting the diverse team into one uniform way of working) requires creativity and a deep understanding of people as individual human beings.
