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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. The good news is CIOs and leaders from customer support and lines of business have an opportunity to use communications technologies to better engage employees and customers, ultimately increasing customer satisfaction and business profitability. This eBook, based on a study conducted by CITE Research, outlines how. |
