{"id":23114,"date":"2020-09-16T09:44:03","date_gmt":"2020-09-16T07:44:03","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=23114"},"modified":"2020-09-16T09:44:07","modified_gmt":"2020-09-16T07:44:07","slug":"how-to-bridge-customer-service-skill-gap","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/","title":{"rendered":"How to bridge customer service skill gap"},"content":{"rendered":"<p>A couple of weeks ago I had the pleasure of speaking at the&nbsp;<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/events.incite-group.com\/europecs\/\">Customer Service &amp; Experience Europe<\/a><\/span> conference. Surely the most exciting part to me was exchanging knowledge with customer service managers from all over the world. Since this edition&#8217;s key discussion topics covered <strong>automation<\/strong> and customer service <strong>agents skill gap<\/strong>, I&#8217;m sharing some related insights including a <strong>special video<\/strong> from this amazing conference!<!--more--><\/p>\n<h2><strong>Automation and digitalization are skill gap drivers&nbsp;<\/strong><\/h2>\n<p>I&#8217;ve kicked off day 1 moderating a discussion about how organization can&nbsp; move from a &#8216;<em>we should do that&#8217;<\/em> to &#8216;<em>how can we do that<\/em>&#8216; approach. The three speakers involved shared their own first-hand experience working for major companies.<\/p>\n<ul>\n<li><em>Eloise Boezak<\/em>, Head of CX at African Bank has explained their 18-month journey that let them become a truly customer-centric organization. They&#8217;ve developed their plan int three steps: 1. Working internally conducting an ad hoc Customer Service Maturity review and externally, mapping the customer journey. 2. Afterwards they&#8217;ve focussed on understanding their customers, which was a cultural important shift. 3. Then finally they looked internally engaged theirpeople (customer service \/ experience staff processes and procedures).<\/li>\n<li><em>Guil Rodrigue<\/em>s, CX and Design Lead at Abu Dhabi Bank has explained how they&#8217;ve leveraged automation and design thinking to improve overall customer experience. To them, the turning was leveraging service design to build a bridge between involved business areas (e.g. they engaged Customer Service letting them share their top 5 common issues). That enabled all of them to get a clear, common perspective on how to deliver consistent excellent customer experiences.<\/li>\n<li><em>Sadia Khuram<\/em>, VP Market &amp; Products at Jazz shared her marketing standpoint having developed CX transformation on behalf of their clients. Sadia pointed out&nbsp;that successful digital Customer Experience processes are those who were able to engage different departments \/ managers, bringing them together on the same page. On how to achieve that becomes crucial understanding each role for transformation. and getting them properly equipped either with tools and skills.<\/li>\n<\/ul>\n<p>Bridging the customer service skill gap is a common need for more and more organizations. In fact, as reported in a recent McKinsey study, the shift from physical and manual skills requirements towards less tangible is shapening present and future of our businesses.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-23116\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills.png\" alt=\"McKinsey skills\" width=\"1692\" height=\"836\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-200x99.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-300x148.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-400x198.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-600x296.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-768x379.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-800x395.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-1024x506.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills-1200x593.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/08\/McKinsey-skills.png 1692w\" sizes=\"auto, (max-width: 1692px) 100vw, 1692px\" \/><\/p>\n<h2><strong>[VIDEO] Up-skilling: Turn your agents into Digital Customer Service Personas\u00a9&nbsp;<\/strong><\/h2>\n<p>When it comes to Digital Customer Service even the most seasoned agents need to get&nbsp;<strong>upskilled<\/strong> to successfully manage support over social media, live chat or messaging. Moreover such digital channels have different engagement rules and tone fo voice one another. <em>So how can organizations can upskill their customer service agents? How smart one have already done it? What results were able to achieve?<\/em> I&#8217;ve answered these three crucial questions in my <strong>keynote speech<\/strong> since turning agents into digital specialists have become paramount to deliver consistent top-notch customer experiences. That&#8217;s why I&#8217;m glad to share this <strong>video<\/strong> with you where you&#8217;ll:<\/p>\n<p>1. Get a quick overview on how customer&#8217;s expectations and behaviors gave dramatically changed and why taking care of digital conversations in details has become paramount<\/p>\n<p>2. Dive into the <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/social-customer-service-en\/digital-customer-service-personas-ebook\/\">Digital Customer Service Personas\u00a9<\/a><\/span>, the first skill set model that we&#8217;ve delivered early this year after successfully applying it with from various industries and countries.<\/p>\n<p>3. Last but not least I&#8217;ll show you a Digital Customer Service case study highlighting main results that the client have achieved.<\/p>\n<p><script async=\"\" src=\"https:\/\/beacon.by\/leadcapture\/embed\/9e38b48fd321421d\"><\/script><\/p>\n<p><span style=\"color: #999999;\"><em>Credit image: Unsplash.com<\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A couple of weeks ago I had the pleasure of speaking at the&nbsp;Customer Service &amp; Experience Europe conference. Surely the most exciting part to me was exchanging knowledge with customer service managers from all over the world. Since this edition&#8217;s key discussion topics covered automation and customer service agents skill gap, I&#8217;m sharing some related [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":23173,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[548,581,121],"class_list":["post-23114","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-digital-customer-service","tag-speech","tag-video"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to bridge customer service skill gap - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Bridging the customer service skill gap is a common need for more and more organizations. Learn how to get it done with this video keynote speech.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to bridge customer service skill gap - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"Bridging the customer service skill gap is a common need for more and more organizations. Learn how to get it done with this video keynote speech.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2020-09-16T07:44:03+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-09-16T07:44:07+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/09\/skill-gap.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Paolo Fabrizio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Paolo Fabrizio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"How to bridge customer service skill gap\",\"datePublished\":\"2020-09-16T07:44:03+00:00\",\"dateModified\":\"2020-09-16T07:44:07+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\"},\"wordCount\":567,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/09\/skill-gap.jpg\",\"keywords\":[\"Digital Customer Service\",\"speech\",\"video\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/\",\"name\":\"How to bridge customer service skill gap - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/how-to-bridge-customer-service-skill-gap\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2020\/09\/skill-gap.jpg\",\"datePublished\":\"2020-09-16T07:44:03+00:00\",\"dateModified\":\"2020-09-16T07:44:07+00:00\",\"description\":\"Bridging the customer service skill gap is a common need for more and more organizations. 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