ANALYST WHITE PAPER
451 Research: Evolving from Workforce Optimization Tactics to Employee Engagement Strategies
According to 451 Research, 76% customers prefer digital channels to communicate with businesses and 42% state that a prerequisite for future loyalty is the ability to resolve issues via digital channels. Today’s tech savvy customers are dictating the terms of engagement and employees are faced with increasing pressures to rise to the occasion.
Employee satisfaction can make or break experiences customers have with your company. This business white paper discusses how you can:
- Empower your team with the right technology to deliver great experiences across all digital channels and voice
- Evolve from workforce optimization tactics to employee engagement strategies
- Use three key best practices to enable employees to be the CEO of every customer moment