How can companies ensure that their employees are properly trained and equipped to effectively utilize digital tools for managing customer interactions, and how can they address any gaps in knowledge or skills to enhance the overall customer experience?

Companies can ensure their employees are properly trained by providing comprehensive training programs on digital tools and customer interaction management. This can include hands-on training, workshops, and online courses. They can also conduct regular assessments to identify any gaps in knowledge or skills and provide additional training or resources to address these gaps. By investing in continuous learning and development opportunities, companies can enhance their employees' abilities to effectively utilize digital tools and ultimately improve the overall customer experience.