Survey Says: What Customer Service Leaders Say About Their Jobs in 2018

Published 14 November 2019

5 min read

Survey Says: What Customer Service Leaders Say About Their Jobs in 2018


Just how rapidly is the customer service function evolving? What do customer support leaders think about where their field is today, and where it’s headed next? 

This brand-new 2018 Guide from Canam Research and DigitalGenius provides answers from real customer support leaders about how easy or difficult it is to hire and retain agents; how many communications channels they’re using to support customers; and even how many of their team’s tickets are mind-numbingly repetitive.  

This exclusive data is not only of use for customer service leaders and their teams, but for anyone looking for deeper insights into the nature of how the support agents we interact with on a daily basis view their own jobs.

Latest Content



On, which manufactures a line of athletic and running shoes, wanted to show its support for medical workers on the front line by offering them 50% off its classic collection in response to COVID-19. After one worker received the discount, slowly word traveled from nurse to nurse.


When Swiss running shoe business On created a 50% discount voucher for health care workers, its ad-hoc offer quickly went viral and the company soon found itself overwhelmed.


Here's how we at DigitalGenius get our OWN customers up and running, and ensure that they're using the most secure and scalable customer service automation platform in the industry.

Request a Demo

Learn how DigitalGenius can deliver automated resolutions for your support tickets in just a few minutes. Book a demo now and we will contact you shortly.