#31 Run a digital skill-matching check

Customer Service Culture [EN]

#31 Run a digital skill-matching check

14 feb 2024 · 16 min. 22 sec.

Capitoli

01 · Intro episode #31

3 sec.

02 · Listen the previous interview w/ Shep Hyken >>

47 sec.

03 · Listen to interview w/ Darko Popovic, COO Multitude Bank >>

1 min. 1 sec.

04 · The post-pandemic is increasing customer’s conversational expectations

2 min. 11 sec.

05 · “We have delivered trainings to our agents, but…” – said the customer service manager

5 min. 1 sec.

06 · What’s a digital skill-matching check and why you need it

6 min. 1 sec.

07 · My experience: how to run one effectively

7 min. 3 sec.

08 · Download the ‘DCS Personas©‘ skill-set framework >>

7 min. 35 sec.

09 · Are you driving the conversation with the customer?

8 min. 51 sec.

10 · Customers are more and more aggressive, so don’t be passive!

11 min. 55 sec.

11 · Check out my DCS consulting and training pages >>

14 min. 23 sec.

12 · My book ‘The Power of Digital Conversations’ available on Amazon >>

15 min. 5 sec.

13 · Send your feedback / question: paolo@customerserviceculture.com >>

15 min. 55 sec.

Descrizione

Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio...

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Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>

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