Customer support as a profession

Discuss the current and future state of technical and customer support. Companies have taken great strides to improve the quality of their support services, and yet the media continues to report that customer service is poor. Have a conversation with your friends, family, or school peers to discuss the current state of technical and customer support.

Current State: Is service getting better? Why is there such a gap between the efforts companies are making to improve their services and customer perceptions about those services?

Future State: Predict the impact that trends discussed in the chapter and on the discussion board assignment will have on the support industry. How can the support industry respond to these trends and satisfy the needs of their increasingly demanding customers while at the same time maintaining costs?

Instructions:

• Write your answer in a Word document named “[StudentLastName]_Service_Desk_Trends”
• Make sure to include your name, date, title of the assignment, and course name.
• Create a Reference List for all sources used in the document. (Refer to module How to Create a Reference List) The use of Generative AI is not permitted.
• Your answer must be 350 words minimum, in 12-point font.
• Submit your completed document to the assignment in Week 4: Service Desk Trend and Direction (Assignment) (Graded)