The global disruption caused by the pandemic has created a double-sided problem for business leaders: demand reduction and shortage of workforce capacity.
The reasons are clear. Consumers are going out less and cutting back on spending as a protective measure against uncertainty. And organisations must do more with less. Demand spikes and customer outreach can overwhelm existing workforces. Knowledge workers, in particular, struggle to focus on higher-value initiatives in this chaotic environment.
The question is, how can organisations deliver the level of service customers still expect while keeping costs in check and optimising operations?
Download this eBook based on research from Forrester Consulting to learn