The race to perfect customer experience left the employee behind. The self-service experience is simpler, automated, more intuitive, and the variety of channels is exploding. Employees, on the other hand, are dealing with product and service complexity while battling cluttered desktops and manual processes. Failure to recognize the link between employee and customer experience is costing you customers and profit.
While improving employee engagement and empowerment is the #1 priority for contact centers in 2019, it can’t be done without first unburdening your agents of complexity.