Run a digital skill-matching check

Like it or not, we’ve just entered a new Digital Customer Service phase where balancing AI and human interactions is key. On top of that, your customer service team already delivers over digital channels but conversational expectations are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you’d better to carry out them on a regular basis.

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Highlights

00:03 Intro episode #31
00:47 Listen to previous interview w/ Shep Hyken, CX Expert
01:01 Listen to interview w/ Darko Popovic, COO Multitude Bank
02:11 The post-pandemic is increasing customer’s conversational expectations
05:01 “We have delivered trainings to our agents, but…” – said the manager
06:01 What’s a digital skill-matching check and why you need it
07:03 My experience: how to run one effectively
07:35 Download the ‘DCS Personas©‘ skill-set framework
08:51 Are you driving the conversation with the customer?
11:55 Customers are more and more aggressive, so don’t be passive!
14:23 Check out my DCS consulting and training pages
15:05 My book ‘The Power of Digital Conversations’ available on Amazon
15:55 Send your feedback / question: paolo@customerserviceculture.com

Check out my book

💡 After this podcast episode you’d better read my newest book ‘The Power of Digital Conversations‘. So, wherever you live, get a copy for you and your peers to boost Digital Customer Service best practices and help spread Customer Culture across your organization.