We’re nearly to the end of 2020, but in some ways, it’s as if our lives have been on pause. And yet, the phones certainly did not stop ringing as the world collectively tried to grapple with one of the farthest-reaching pandemics in modern history.
Our agility as an organization has proven to be one of our greatest assets during this time. But no matter how much we believe in our technology or our ability to create new and better processes, our work serving customers always comes down to one thing: our people.
Honoring the Front Line
Customer service agents might not be the first to pop into your mind when you think of front-line workers. Medical professionals, grocery store workers, mail carriers and first responders are likely at the top of your list. We, too, are so grateful for the perseverance and daily sacrifices of all of those individuals and countless more. However, as this Customer Service Week comes to a close, we’d like to shine the spotlight on our front-line team members. We are so proud of the myriad ways in which they’ve risen to the challenges of COVID-19, working socially distantly in our centers and from home to serve our clients and their customers without missing a beat, continuing to exceed our expectations.
I couldn’t be more proud of how our people across the organization have responded to this crisis. But for those on the front lines, it was not just that they answered the phone, email or chat. It was that they responded with the two things customers needed most—expertise and empathy.
We are thankful for our amazing Dream Team on the frontlines and all the teams who support them. Because of their tireless efforts and their belief in our mission to make the world work better, we’ve achieved even more than we dreamt possible in 2020.
Here’s to Dream Teams everywhere!
Matt Nyren is the president and CEO of Ubiquity, which he co-founded in 2012.