Submitted by IFS North America The challenges of 2020 have forced growth upon service organizations. Elements of increased open-mindedness, greater creativity and agility, a collective surrender of comfort zones, and recognition of the criticality of both people and digital tools will spur these companies forth as 2021 takes hold. Submitted by Salesforce People still appreciate the basics: fast scheduling, on-time arrival, personalized service, and first-time resolutions. The trouble is it’s getting more complex — and more expensive — to deliver these basics. That’s why forward-thinking companies aren’t just hiring more — they’re finding ways to bring out the best in their current teams.