Whole sector shrinking, should I change fields? after 14 years as a customer-service rep

Our sector has been shrinking and I am unsure if I should wait it out. Any experience at all would help. I am open to a pay cut if the field is stable. How did you choose?

A short certificate helped me more than a new degree would have. Check what local colleges offer.

Look at job postings to see which skills repeat, then fill the gap. That gave me a direction.