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Bambang Surya Putra
Director Operation Control Center Call Center
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Process Improvement and Innovation Senior Manager

Industry Research : 83% of Retail and Hospitality Leaders are Not Confident in their Employees' Ability to Interact with Customers


eduMe, a frontline training platform for the retail and hospitality industries, released a new report that found that 83% of leaders in these sectors are not confident in their employees' ability to interact with customers.

The report, titled 'Navigating Business Challenges in Retail and Hospitality: Insights and Strategies for 2024' surveyed over 300 retail and hospitality business leaders in the United States.

The report found that employee turnover, customer experience, and sales are the top three challenges facing retail and hospitality businesses today. Leaders are also concerned about supply and demand, lack of leadership, keeping employees goal-oriented, inflation, cost of goods and labor, employees not retaining information or not caring, and employees being afraid to engage with customers.

eduMe CEO and founder Jacob Waern said: "The retail and hospitality industries are facing a number of challenges, but to see a lack of confidence around customer service and customer experience abilities so keenly felt, especially when 93% of leaders report they are spending considerable time training employees, shows the stark need for a shake up in the methods being used to provide these employees with skills and knowledge."

The report also found the proliferation of 'traditional' and outdated methods being used in these frontline industries. Some 92% still make majority use of face-to-face training, or desktop based learning. All systems that require time away from customers - and delivered in a way that lowers engagement, relevance and accessibility.

Waern continued: "Businesses need to invest in better employee training systems and processes in order to ensure that their frontline teams are equipped to provide the best possible service. We work with a number of companies that have large frontline workforces and the impact they've seen when employees have access to information and training on their mobile device, in exciting short forms like 'TikTok for learning' as we've been described, has been immeasurable in bringing notable improvements in customer service, and importantly, business metrics like retention."

Another challenge highlighted was the lack of accessibility. Though 24% thought better accessibility to training would improve the outcome of training initiatives, 62% do not currently embed training into HR systems like Workday and communications tools like Microsoft Teams, that they report employees are accessing daily.

Despite the challenges, leaders are committed to upskilling employees, and understand the integral part they play in providing better customer experiences, stating "employees that go above and beyond" as a bigger influence on CX, greater than even product quality or price.


Posted by Veronica Silva Cusi, news correspondent

About eduMe:
eduMe is the training platform of choice for the frontline. eduMe allows global companies, including Uber, Marriott and Hilton to seamlessly deliver immersive, consumer-grade training, in the flow of work, allowing them to improve productivity, retention and safety. eduMe is integrated into the tools your frontline already uses, such as MS Teams, Workday, Braze, Beekeeper and Fountain. eduMe is headquartered in London, UK with offices in Santa Monica, USA.
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Published: Friday, September 29, 2023

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2024 Buyers Guide Speech Technology

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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

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