Over the past few years, customer service organizations have undergone significant changes to meet evolving customer expectations, and the events of this year have understandably accelerated many of those trends.
If 2020 has taught us anything, it's the importance of being resilient in the face of constant change. The pandemic turned customer service departments on their heads, shutting down at a moment's notice and reopening with remote workers. At the same time, many service departments had been overrun with requests and have had to rethink how they operate in order to answer customers when and where customers want.
As service professionals look to the future and in many cases, consider reinvention of their entire service departments Oracle is here to help. To guide customers through these shifts and prepare them for the future, we have introduced a series of updates to Oracle Service within Oracle Advertising and Customer Experience. Watch this video.