1 minute read
By Amy Curry
Posted in Customer Engagement
This week Verint released the results of its second Engagement Capacity Gap study. Not surprisingly, those surveyed cited navigating a constant state of change, fueling sustainable workforce strategies, and safeguarding employee wellness as their top priorities in the second year of post-pandemic operations.
Last year, Verint introduced its seminal research on the Engagement Capacity Gap brought about by new workforce dynamics, ever-expanding customer engagement channels, and exponentially more consumer interactions—all of which must be managed with limited budget and resources.
This year’s Verint research—based on a survey of more than 2,700 global business leaders—shows new pressures are impacting the Engagement Capacity Gap, creating new challenges for brands, and 76 percent of respondents believe these challenges will increase in 2022.
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