Overcoming the Digital Age Disconnect

How disjointed communications technologies are letting customers down — and how to solve it
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.

That’s the bad news. 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.