I was at a recent event and talking to a Director of Customer Experience about the changing roles within the customer market, as well as the perception vs the reality of the pace of change, given that voice is still a prominent and, in many organisations, still the leading channel of contact.
For me, the biggest challenge to organisations across our sector is attracting the individuals we need to deliver the future workforce, those that will deliver the cross-channel customer experience today, whilst retaining and developing this talent for the future to take on new and varied roles.
As with most change, these issues fall beyond one function or, department and will require CEO’s, ExCo and leaders who can adapt and offer truly inclusive and purposeful leadership. In a recent article on ‘The Future CEO’ from Raconteur, ‘creating a value-based culture’ was the second most important business objective for CEO’s behind ‘ensuring long term success and investing for the future’. Giving workers a voice and the ability to provide opportunities for all ages, gender and ethnicity, whilst leading by example, will be key attributes to the successful CEO of the future.
With an ageing workforce, the ability to engage, listen and connect in an authentic way will set one business aside from another.
I was recently invited to give an interview to Call Centre Helper on the subject ‘Why is it getting harder to recruit good contact centre people’, you can read the article here.
Contact Centres, Customer Service, Customer Experience, still has a dated perception which doesn’t always reflect the reality of life and opportunities available within this environment. Companies certainly need to start looking at how they promote themselves and the roles they wish to fill. Our industry is a great environment for so many. If we look at so many of today’s leaders, myself included, they have learnt and built their trade within the Contact Centre from the ground up, in fact we were writing about this back in 2012 in Contact Centre, The Future Leaders Training Ground.
As trust in a brand grows ever more important to our consumers, as it does for our employees. Individuals want to feel valued, they want to develop skills for the future, they want to believe in and invest in a brand that cares for their people, their customers, their environment, their future footprint. Delivering and promoting these areas will help us attract and retain the skills for the future.
If you would like a conversation about how you can develop your recruitment and talent acquisition strategy, or to work with an organisation proven in our ability to help you attract and retain future proof talent, please give me a call on 01543 231071 or email firstname.lastname@example.org.
Michelle Ansell is a founding member of Douglas Jackson, partnering with clients for over 15 years to find solutions to their recruitment challenges. Michelle was recently announced in the Top 50 CX Stars, at #8 in the CX Influencers list, also a top 3 female influencer.
Publish Date: January 24, 2020
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.
4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 ben...
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
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Bespoke customer service and sales training solutions for the UK call / contact centre industry.
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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
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We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
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Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
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|8.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
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7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.
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Learning & Development
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Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
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|14.)||Service Quality Institute|
Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
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