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Customer Service Directors


The U.S. Department of Labor (DOL) does not provide an employment outlook for customer service directors (CSDs), but it does offer a prediction for the lower-level occupation of customer service representative (CSR). Employment prospects for CSRs are expected to decline through 2028 as more of their tasks become automated. Companies are utilizing technology (including artificial intelligence) to handle simple customer service issues. Others are moving their customer service functions out of the country in order to cut costs. Although demand is declining for CSRs, companies still take customer service very seriously, which suggest that there will be a continuing need for CSDs to look at the "big picture," develop long-term customer service initiatives, and manage CSRs. 

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