The Future of Customer Service

Insights from John Craine, President of Valor Global

The customer service landscape is rapidly evolving in the digital age. As the President of Valor Global, I'm excited to share with you our perspective on the changing customer service needs and how we're leading the charge to adapt.

Customer service is no longer just a department—it’s a strategic imperative. The modern consumer is tech-savvy, connected, and expects exceptional service across various digital channels. As businesses, we need to evolve with these changing expectations or risk falling behind.

In today’s digital world, customer service is no longer confined to telephone lines and brick-and-mortar locations. It spans across websites, social media, chatbots, and more. To thrive, companies must adopt an omnichannel approach, providing a seamless and consistent experience regardless of the platform customers choose to engage with.


At Valor Global, we understand this shift and have made it our mission to adapt and stay ahead. Our commitment to innovation and technology has allowed us to meet the changing needs of customer service head-on. Our deep technology expertise empowers our people to provide differentiated experiences.

Our approach includes

First Call Resolution of 82%+

Our industry-leading performance ensures customers resolve their issues promptly, improving satisfaction.

Low Turnover

Our dedicated team members are well-acquainted with our clients' environments, ensuring a deep understanding of their needs.

Expertise and Certifications

We invest in our team's expertise, certifications, and continuous learning, allowing us to excel in a wide range of technologies.

World-class Ticketing and Monitoring Systems:

We use state-of-the-art systems to keep track of issues and ensure nothing falls through the cracks.

24/7 Support Model:

Our round-the-clock support ensures customers can reach us when they need assistance.

Access to Over 3,500 Global Employees:

Our global presence means we have a vast talent pool ready to support your customers.

We recognize that our industry is not about human capital but about the dedication and expertise of our people. Our unique approach to culture, training, and incentives, known as “The Valor Way®,” results in happy, tenured, high-performing agents who go above and beyond.
Moreover, we’ve harnessed the power of AI-driven platforms to eliminate the need for customers to call in the first place. By analyzing customer behaviors and preferences, we provide targeted assistance that genuinely understands their needs.
In addition, our outcome-based pricing model ensures that we align with your corporate goals. You only pay for the benefits we create, not just for our time.
As we conclude our journey through the evolving landscape of customer service, I hope that this insight into Valor Global’s approach inspires and empowers you to embrace change, challenge the status quo, and strive for excellence in serving your customers. Together, we can continue to adapt, innovate, and excel, not just for our global and local clients but for a better industry. The future of customer service is bright, and it’s in our collective hands to shape it for the better.