Where has Customer Service Been and Where is it Going

Readers who are new to the customer service industry might enjoy a historical perspective on where this industry has been and where it is going. In the 1950’s and 1960’s, the key players in a sales and service organization were the field sales representatives. They traveled their territories and met customers face to face while inside CSRs worked the telephones making appointments for field salespeople, handled clerical duties and answered customer inquiries.