Customer-facing employees desperately want to please
This research reveals that gaps in systems and*document services do not allow time for a rich*personalized experience. Decision-makers believe*that customer-facing workers could be more effective*with more time available to personalize the customer*experience. Poor information access and time*spent capturing, searching, printing, and filling out*documents and forms that do not add value absorb*precious client-facing time and are major limitations*in supporting customers today, with a significant*opportunity cost to the business.
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