2 years into the pandemic, the business landscape has changed with the speed of light. While 74% of professionals expect remote work to become standard, managing a distributed workforce has its unique challenges. Overseeing disjointed teams and handling resource crunch has led to fragmented data, frustrated agents, and poor customer experience. This has made companies ask themselves whether they are ready for the future of work?

Customer service representatives rely on their listening skills to understand how a customer feels about a product or service, to resolve customer complaints and to ensure customer satisfaction. However, the first step to active listening is hearing what customers have to say. But what’s the difference between the two? Customer Service listening skills involve not only noting down the words spoken by the customer, but also the nuances of the issue raised.

Artificial intelligence (AI) in customer service isn’t a new concept. Harnessing the true power of AI has been an ongoing conversation in the CX world for years, but it’s a notoriously hard thing to get right. Customer-bot interactions can swing wildly from absolutely incredible to brand-damaging, depending on how AI was implemented and how successfully it learned from prior interactions.

The last two years have proven that customer-first businesses must be flexible to thrive. That means meeting customers where they are—and where they haven’t been able to be. How do you, as a business, satisfy the human need for social interaction amid physical distancing? How do you nurture brand loyalty when you can’t work off of facial cues? And—keeping your ultimate goal in mind—how do you convert interactions into sales and ensure a good experience remotely?

Although most agents enjoy solving customer problems, the pandemic has put them under a new kind of pressure. Mix frustrated customers, soaring query volumes, budget cuts, and new remote work setups, and you’ve got a recipe for burnout. In 2022, many businesses recognize the importance of workplace mental health, and are taking steps to ensure the well-being of their teams.

In 2022, omnichannel will replace multichannel as one of the top strategies for brands to reach digital-first consumers in a highly personalized manner. The 2022 CX trends report confirms this statement. How do the two differ, you ask? Omnichannel customer engagement uses data points from several channels (like email, SMS, and in-store interactions) to craft a cohesive chronological customer journey, while multichannel takes a siloed approach to manage the channels it makes available to customers.

What is the most important thing you can do to reduce churn and increase word-of-mouth referrals? The answer is obvious, but it’s often overlooked: improve your customer service. No matter how awesome you think your product is, or how skilled you think your team is, what your customers are most likely to remember is the direct interaction they have with your company.

As we enter 2022, we must reflect on how the digital-first experiences of the last two years have redefined our future. Based on increased demand, businesses are meeting customers in the digital realm more than ever and seeking to offer a service experience that respects the individual behind the screen. Consumers fundamentally haven’t changed—they want their service needs met as fast as possible.

While applying for a Customer Service Representative position, it is important for aspiring customer service reps to write a professional cover letter for any hiring manager to understand why they are a perfect fit for the role. If you wish to apply for a customer service job, here’s a quick 5-step guide for you.