One of the things we frequently hear from clients who have used us primarily to help with customer service/support is that we helped them reduce cost. That’s critically important in any business/vertical as a strategic advantage.
There are disagreements on when exactly the knowledge economy began, but there aren’t disagreements over the fact that it’s here in essentially full force now. Broadly speaking, it means a shift away from industrial production methods focused on lower-skiled, repetitive-action workers and towards a technology-integrated, highly-skilled, mostly-creative workforce.
At most jobs, from blue-collar to white-collar office, you need to achieve things within team structures. You can get more out of a team if they're invested in you, and you can do that by legitimately connecting with them where they're at (an aspect of humility, but also an aspect of "good listening," which is another often-rare skill).