Type of survey and age of respondents not indicated.
High performers- rate their company's customer satisfaction as excellent
Underperformers- rate their company's customer satisfaction as average or below
Moderate Performers- all other customer service professionals
Citation formats
Customer service agents worldwide who think their role is more strategic now 2018
This statistic demonstrates the share of customer service agents worldwide in 2018 who believe their role is more strategic now than it was two years ago, by type of performance. During the survey, ** percent of high performing customer service agents believed that their role in 2018 is currently more strategic as compared to two years ago.
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Salesforce Research. (March 19, 2019). Share of customer service agents worldwide in 2018 who believe their role is more strategic than it was two years ago, by type of performance [Graph]. In ÌÇÐÄÆƽâ°æ. Retrieved August 02, 2026, from /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/
Salesforce Research. "Share of customer service agents worldwide in 2018 who believe their role is more strategic than it was two years ago, by type of performance." Chart. March 19, 2019. ÌÇÐÄÆƽâ°æ. Accessed August 02, 2026. /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/
Salesforce Research. (2019). Share of customer service agents worldwide in 2018 who believe their role is more strategic than it was two years ago, by type of performance. ÌÇÐÄÆƽâ°æ. ÌÇÐÄÆƽâ°æ Inc.. Accessed: August 02, 2026. /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/
Salesforce Research. "Share of Customer Service Agents Worldwide in 2018 Who Believe Their Role Is More Strategic than It Was Two Years Ago, by Type of Performance." ÌÇÐÄÆƽâ°æ, ÌÇÐÄÆƽâ°æ Inc., 19 Mar 2019, /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/
Salesforce Research, Share of customer service agents worldwide in 2018 who believe their role is more strategic than it was two years ago, by type of performance ÌÇÐÄÆƽâ°æ, /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/ (last visited August 02, 2026)
Share of customer service agents worldwide in 2018 who believe their role is more strategic than it was two years ago, by type of performance [Graph], Salesforce Research, March 19, 2019. [Online]. Available: /statistics/1025022/customer-service-agents-worldwide-who-believe-their-role-is-currently-more-strategic/
