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Gartner Report: The Future of Customer Service Workforce Engagement Management

White Paper Published By: Verint
Verint
Published:  May 18, 2020
Type:  White Paper

According to Gartner, "Digital transformation in customer service does not negate the need for agents; if anything it reinforces it, and employee engagement is a critical factor. Application leaders will need to support a daunting but lucrative evolution of employee management in the future."

Read the report as Verint Systems believe you will find Gartner's key findings, which include:

  • Why employee engagement is an essential strategy, empowered by both technology and management support
  • How digital transformation will impact the relationship between customer service agents and your customers
  • Why automation and a collaborative approach to work can get you closer to providing effortless, consistent and personalised customer service experiences

Research by:

Gartner, The Future of Customer Service Workforce Engagement Management, 12 April 2019, Jim Davies, Simon Harrison

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.



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