We are always told that we are the safest, but any chance Case would be impacted with RIFs/Layoff?
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Case management has exposed how truly horrible the customer experience is with outsourcing. The blatant lies and misinformation is stunning. I would see Case going away before accountability of the frontline. Can’t lose that cheap labor.
IMO,- the worst that would happen to Case is that you go back to CS. We can’t afford to layoff strong, knowledge internal CS talent.
I have a tough time imagining a role more susceptible to layoffs than customer care/case management. Get your resume up to date and take advantage of the training resources available while you can.
What’s case management ?
Sorry to tell you this but don’t trust whoever told you that you’re safe. They don’t know what they’re talking about. No one is safe. Reductions in force will continue in perpetuity. 4 years ago they laid off almost all internal customer service. Case management don’t magically keep you in a safe zone