How can organizations measure the ROI of training programs for employees on utilizing digital tools in CX initiatives, and what strategies can be implemented to ensure that the training is successful and impactful in driving overall business performance?

Organizations can measure the ROI of training programs for employees on utilizing digital tools in CX initiatives by tracking key performance indicators such as customer satisfaction scores, average handling time, and first call resolution rates before and after the training. To ensure the training is successful and impactful in driving overall business performance, organizations can implement strategies such as conducting pre-training assessments to identify areas of improvement, providing ongoing support and reinforcement post-training, and aligning the training objectives with the organization's overall business goals and objectives. Additionally, regular monitoring and evaluation of the training program's effectiveness through feedback mechanisms and data analysis can help organizations make necessary adjustments to optimize results.