Field teams, outside sales people, warehouse workers – they contribute to the overall customer experience every single day, even though they are often disconnected from the broader customer journey. The International Data Corporation (IDC) forecasts a steady 20% growth of the mobile worker population over the next four years, expected to reach nearly 60% of the total U.S. workforce. Expectations are increasingly challenging as customers transition among channels and teams, demanding flexible, uninterrupted, contextualized and fast customer service throughout the entire customer journey. To achieve this, organizations must consider interactions that happen outside the contact center and work to create a consistent customer experience no matter where the customer interacts or engages with the business.
Download this guide to learn about:
The role of the mobile workforce in CX and customer service delivery
Considerations when evaluating mobile workforce communications solutions
How Talkdesk On The Go™ helps businesses support customers any time, anywhere