Getting manager and team up-skilled together

When it comes to Digital Customer Service up-skilling, no one shall be left behind. However, some organizations focus just on some beneficiaries whilst underrating others. Consequently, the skill-gap amongst people of the same area increases! Others way smarter instead, plan ahead their investment and get both the manager and their team up-skilled together, at the same time. Here’s a winning case and related tangible outcomes.

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Highlights

00:35 Intro episode #53
01:01 The 1° common approach towards Digital Customer Service up-skilling
02:03 Why the cons are present and future
03:59 The 2° scenario: some beneficiaries are not better than others
04:11 Getting a manager and their team up-skilled at the same time
05:01 The inner benefits of involving the whole area
05:55 First deliver, then make sure to consolidate new skills
06:51 Three up-skilling areas for a customer service manager
08:11 The key role of planning up-skilling paths in advance
09:11 Drop your question here: paolo@customerserviceculture.com
09:47 Subscribe to the podcast on Spotify, Apple Podcast or Amazon Music
10:15 Check out all available services on CustomerServiceCulture.com
11:09 💡 Glad to be speaking at the next Contact Centre Summit in Madrid (Spain)
11:35 Closing remarks – have great conversations.

Over to you

I’m sure that you want optimize your up-skilling investments to get the best value in return with long-lasting results. To achieve that, avoid the rush for last minute unstructured trainings: make sure instead to set up clear goals and get both for manager and their customer service team up-skilled together.