How can businesses measure the effectiveness of their employees' utilization of digital tools in enhancing customer interactions, and what steps can they take to address any gaps in training or skills?

Businesses can measure the effectiveness of their employees' utilization of digital tools in enhancing customer interactions by tracking key metrics such as customer satisfaction scores, response times, and conversion rates. They can also conduct surveys or gather feedback from customers to assess their experience. To address any gaps in training or skills, businesses can provide regular training sessions, workshops, or online courses to enhance employees' digital skills. They can also implement mentorship programs or assign a dedicated team member to provide support and guidance to employees struggling with utilizing digital tools effectively.