Fascinating new research from Zendesk has found that despite digital transformation being at the forefront of the minds among business leaders, just 44% of surveyed managers say their organisation has a low level of agility.
The company released a new report on agility that revealed the percentage of surveyed managers in nations that say their businesses have a high level of agility thanks to the workplace tools deployed by the company.
These were the Nordics at 62%, Germany at 73%, Benelux at 63%, France at 77% and the UK at 66%.
The study also found that companies that have a high level of agility see a cost reduction as a result.
Up to 9% of businesses surveyed saw a major cost reduction, 35% saw a moderate one, 44% saw a minor cost reduction, 8% said agility tools have not reduced costs and 5% said they do not yet know if they have seen a cost reduction.
And when asked to what extent does management cite agility and its tools as a vital part of the business strategy the figure was reported as just 30%.
The report reads: "To become more agile, support teams need to be able to quickly scale their operations, streamline workflows across teams and find opportunities to reduce the workload on agents.
