The communications revolution, the digital age, and globalism are having an enormous impact on the Postal Service. The ways in which Americans communicate today are different not just from a decade ago, but from a few years ago – some might argue from a few minutes ago. Social networking and smart devices are changing communications and commerce, as an increasing number of American consumers rely on handheld devices to shop, bank, and interact with businesses.
For any business, customer service is important. It improves the brand image, keeps customers loyal, and provides insights into the customer experience. In the past, customer service operations for a major corporation would involve thousands of service agents to handle calls — from routine...Read More