Closing the Engagement Capacity Gap With One Workforce

2020 resulted in enterprise brands facing a digital customer experience reckoning. With contact centers overrun with inbound calls—all while trying to enable their own employees to work from home—customers moved to digital channels in droves. But what started as a necessity—engaging with brands over digital channels—has now become a preference.

Now more than ever, brands are challenged with:

• Delivering a consistent and seamless omnichannel experience
• Enabling a distributed workforce to drive efficiencies
• Finding ways to meet the gap created by rising customer and employee expectations with limited existing resources

Having the right number of the right people in the right place at the right time is no longer good enough – you need to be able to make anyone the right person through access to contextual knowledge.

Download this exclusive checklist report from KMWorld for their full insights on how a One Workforce approach empowers brands to deliver omnichannel customer engagement.