Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them.

To meet new customer expectations, businesses adopted hybrid models that emphasise connecting with customers in digital channels and face-to-face. Not only do customers want you to be as digitally fluent as they are–they expect more personal service, too.

To help you navigate the workforce changes resulting from the digital shift, we’ve compiled advice from leading customer experience experts, success stories, and the latest research into the ultimate guide. Dig in and prepare to untether your workforce’s full potential—your agents deserve it.