The Future Workforce - Leaders are you listening?
This CCA project, carried out in partnership with Arise, Kura & Plantronics, focuses on understanding the needs, challenges and desires of today's front-line employee and tomorrow's workforce of the future.
We have explored what front-line employees love and look for in their roles today and what their expectations are for tomorrow. We've probed their key frustrations and the barriers they face in best serving customers.
The aim of this research is to better understand how organisations can support their front-line teams to not only offer improved service, but help them keep up-to-date with the latest knowledge, opinions and insight to ensure they feel fully equipped to be the best they can be.
This first report, of what is planned to be a groundbreaking longitudinal project, collects and presents a snapshot of the views and opinions of the management team, team leaders and frontline advisors to obtain a holistic view of what it is like to work in today's busy customer service environment.
The results on which this report is based were generated between July and October 2017. In total 44 executives, 122 team leaders and 402 agents were surveyed.
In association with Research Partners
Arise - www.ariseworkfromhome.co.uk
Kura - www.wearekura.com
Plantronics - www.plantronics.com