In theory, technology should be helping companies anticipate customer needs, empower agents, and deliver exceptional CX journeys. In practice, it rarely lives up to this potential. Many technology investments actually increase friction and inefficiency.
Organizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped and set up for success regardless of their physical location.
In 2020, customer experience-focused companies looked to reduce operational costs across the board, while maintaining, and eventually increasing productivity. This necessitated the advancement of employee productivity research.
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