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News : Retailers Fear Skills Shortage Will Undermine Customer Service

#contactcenterworld

Trumbull, CT, USA, Oct, 2020 -- Retailers know that poor customer service can impact satisfaction and reduce sales. But nearly half of retailers (42%) say there’s a lack of qualified workers1 and many candidates lack previous industry experience. So, it is all the more important for retailers to identify those with the right skills.

Questionmark, an online assessment provider, is encouraging retailers to gather more information about job candidates before committing to employing them. Traditional recruitment methods may be proving insufficient. Some 85% of applicants admit to lying on their resume.2

Online tests can help retailers identify which candidates have the skills they need to deliver excellent customer service regardless of their background or experience. They can help retailers get the information they need to make informed hiring decisions for customer-facing roles.


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By employing the right people with the right skills, such tests can help retailers increase customer satisfaction and sales.

To help retailers transform customer service and boost sales, Questionmark has launched a new ready-made assessment service. "Questionmark Retail Customer Care by TestGenius(R)" assesses whether job candidates have the skills they need to deliver excellent customer care.

John Kleeman, Founder and Executive Director of Questionmark, said: "From Covid-19 to changing customer habits, traditional retailers face an existential threat. If they want to hold their own against the rise of online shopping, they need to make sure their customer-facing employees can deliver great service.

"But many job candidates come from a wide range of backgrounds with different strengths and weaknesses. Our test helps retailers ensure they can objectively assess all candidates and only hire those who will deliver excellent customer care."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Questionmark:
Company LogoQuestionmark offers testing and assessment software and support services to enable individuals and organizations reach their goals.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, October 27, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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