Dear manager, stay relevant despite AI

The moment that you integrate Gen AI in any of its forms, you realize its impact on internal processes, digital conversations handling and quality checks. In a nutshell, it re-shapes what and how things need to be done. While it’s evident that striking a balance between human and AI agents is key, don’t forget about yourself! Because, as a customer service manager, you too need to stay relevant…despite AI.

Get up-skilled

I’m sure that you are familiar with the concept of ‘continuous learning‘. Well, today it’s time to put it into practice both for your team and yourself as a manager. Otherwise you – and your organization – are bound to become obsolete in just a few years. One of the greatest lessons that I’ve learnt when in 2014 I left my corporate job to become an independent advisor, is that you have to build your own up-skilling path – meaning that you can’t just rely on what they offer you (e.g. your HR team picking some trainings for you). Instead you have to actively search for the skills that you need → how to acquire them (format) → then who is your best fit (the provider).

Be pragmactic and eclectic

Now, let’s deepen into each area:

What skills and why I need them? – as out there there’s a plethora of up-skilling offers, I encourage you to think through about your current goals and priorities having a look into the near nurture. Yes, just like a chess player that before making a move ponders what may happen next. So, here’s an example about Gen AI: ‘I need to get more customized insights in my reports reducing current time and effort‘. Don’t use it though as a prompt with Chat gpt ;).
What’s the best format for me / my team? – when it comes to digital up-skilling, we instinctively consider previous/traditional ways we are used to. In this case they’re not necessarily the most effective ones! In fact having regular conversations with many customer service managers sometimes they start from the format (e.g. training sessions) but after a couple of laser questions it shows a way better format for their specific need (e.g. coaching sessions).
Who shall I rely on for my up-skilling? – Here’s my hands-on experience about that. Until I was a customer service manager, I used to pick consultants and trainers, choosing from the list of current providers. Then, we also gave a chance to new ones who had been recommended by trusted peers. Today how long are you going to tay relevant despite AI? As an advisor and trainer I’m a bit biased, however I suggest you also in this case to look outside and most of all – update your criteria when comparing different providers. Of course taking into account their experience, but also checking out to what extent they can customize their approach to your specific needs. That’s the best way to choose wisely and optimize your budget efforts.

Over to you

If you want to stay competitive – or just relevant despite AI – you’ve got to own the skills. Therefore choose them carefully, as well as the method that fits you best. last but not least, do not underestimate timing, because the more you postpone up-skilling decisions, the more you loose the grip with the digital customer’s expectations!