Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the expectations of customers? Why does it feel like the latest technologies are creating new challenges instead of making everything easier?

In an interview I had recently with Megan Jones of Call Centre Helper, we discussed these issues and more that customer service leaders are grappling with these days.