The Use of Cross Training as an Adaptive Tool to Improve Office Efficiency, Customer Service and Employee Satisfaction

There is no denying the increasing role technology, automation and artificial intelligence (AI) play in business. Several commentators place emphasis on the role automation and technology will have on jobs and the workplace. Automation, robotics and AI are advancing quickly and causing dramatic changes in the nature and number of jobs available (Brown, et al., 2017). There are constant organizational …