There is a disconnect between managers’ and employees’ views of customer service capabilities, according to a new Forrester Consulting Thought Leadership paper commissioned by Ricoh Company, Ltd. titled, “The New Workplace Reality: Enterprises Must Capture the Soul and Spirit of the Emerging Worker.”
Surprisingly, employees see more room for improvement in customer service capabilities than managers do. By a nearly 3-to-1 factor (43% to 17%percent), managers surveyed thought their organizations communicated....