The pandemic upended almost every aspect of life, but out of initial chaos came adaptation. At its start, the pandemic sent many home from work, leading to remote, work-from-home operating models. Shuttered schools shifted learning from classrooms to kitchens. Parents took on a highly active, hands-on role in their children’s education. Extended lockdowns led to explosive growth in ecommerce. Along with all of this, the pandemic transformed both demand and delivery in customer service. It continues to drive changes in the customer service workforce.