#31 Run a digital skill-matching check

Customer Service Culture [EN]

#31 Run a digital skill-matching check

Feb 14, 2024 · 16m 22s

Chapters

01 · Intro episode #31

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

47s

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

1m 1s

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

2m 11s

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

5m 1s

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

6m 1s

07 · My experience: how to run one effectively

7m 3s

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

7m 35s

09 · Are you driving the conversation with the customer?

8m 51s

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

11m 55s

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

14m 23s

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

15m 5s

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

15m 55s

Description

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...

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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