Overcoming the Digital Age Disconnect
Sir Richard Branson said, “If you take care of your employees, they will take care of the clients.” Yet according to our global survey of 2,000 customer-facing knowledge workers and customer support employees, businesses are missing the opportunity in these words of wisdom. The fact is that employees are not being set up for success, specifically those on the front lines servicing and supporting customers.
The majority of these employees are frustrated with disjointed communications technologies, which affect their productivity and ultimately hinder their ability to effectively service customers. Not only that, ineffective technology makes employees unhappy, and, more importantly, makes customers miserable and in some cases drives them away.