{"id":27127,"date":"2021-11-03T10:41:18","date_gmt":"2021-11-03T09:41:18","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=27127"},"modified":"2021-11-03T10:41:20","modified_gmt":"2021-11-03T09:41:20","slug":"digital-customer-service-managers-gain-momentum","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/","title":{"rendered":"Digital customer service managers gain momentum"},"content":{"rendered":"<p>A few weeks ago I&#8217;ve laser-focussed on what customer service managers need, to let their team master <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/bit.ly\/3Afrw1u\">digital conversations<\/a><\/span>. In fact social media, live chat, video chat and messaging apps are support channels with different engagement rules. Today, I&#8217;m closing the loop diving into main <strong>skill-gaps<\/strong>\u00a0 affecting digital customer service <strong>managers<\/strong> and how to bridge them. Are your ears ringing? Mute all notifications and read this with utmost attention.\u00a0<!--more--><\/p>\n<h2><strong>Building up a brand new know-how\u00a0<\/strong><\/h2>\n<p>First of all, let me set the record straight: seasoned customer service managers have usually rock-solid skills. These are though related to &#8216;traditional&#8217; support channels, such as phone and email. Since however digital channels have different features, tone of voice and customer&#8217;s expectations, managers need to get equipped with ad hoc skills. As we&#8217;re talking about new skills, they&#8217;re not available within their organization, as a <span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/www.mckinsey.com\/business-functions\/operations\/our-insights\/building-the-vital-skills-for-the-future-of-work-in-operations\">recent study<\/a><\/span> showed.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27381\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-300x216.png\" alt=\"re-skilling barriers\" width=\"800\" height=\"577\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-200x144.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-300x216.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-400x288.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-600x433.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-768x554.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-800x577.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-1024x739.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1-1200x865.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/re-skilling-barriers-1.png 1650w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/p>\n<blockquote><p>So you may be asking now<em>\u00a0&#8216;what digital skills are you talking about?<\/em>&#8216; &#8211; And more importantly &#8211;\u00a0<em>&#8216;where can we learn them practically and effectively?&#8217;<\/em><\/p><\/blockquote>\n<h2><strong>Main digital skill-gaps \/ how to bridge them<\/strong><\/h2>\n<p>When it comes to delivering Digital Customer Service road maps, most managers have <strong>vertical goals<\/strong> they want to achieve. I mean specific steps they want to accomplish to get quick wins to market within their organization to gain momentum. From my consulting standpoint, during the last year the most frequent ones were:<\/p>\n<ul>\n<li><em>Integrating<\/em> digital channels into their customer service (e.g. social media, live \/ video-chat, messaging app) in a harmonious and functional way.<\/li>\n<li><em>Preventing \/ mitigating <\/em>brand reputation crises on &#8216;public&#8217; online channels (online reviews, social media) in a timely manner.<\/li>\n<li><em>Optimizing collaboration<\/em> within their customer service team in a hybrid environment (in person and remote).<\/li>\n<\/ul>\n<p>In order to fulfill this demand, I&#8217;m delivering online<strong>\u00a01-to-1 coaching<\/strong> sessions dedicated to <strong>digital customer service managers<\/strong>. Current available paths are:<\/p>\n<ol>\n<li><em>DCS Manager<\/em> &#8211; focused on digital channels, KPIs, procedures &amp; guidelines.<\/li>\n<li><em>Crisis Response<\/em> &#8211; focused on preventing \/ mitigating crisis over public channels (social media, online reviews).<\/li>\n<li><em>DCS Team<\/em> &#8211; focused on assessing your customer service team&#8217;s digital conversations preparation \/\u00a0skill gap and on getting them engaged in hybrid scenarios.<\/li>\n<\/ol>\n<p>Learn more about all 1-to-1 coaching paths\u00a0<span style=\"color: #0000ff;\"><a style=\"color: #0000ff;\" href=\"https:\/\/customerserviceculture.com\/en\/1-to-1-coaching\/\">at this page<\/a><\/span>.<\/p>\n<p><a href=\"https:\/\/customerserviceculture.com\/en\/1-to-1-coaching\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-27332\" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-300x117.png\" alt=\"1-to-1 Coaching\" width=\"799\" height=\"313\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-200x78.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-300x117.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-400x157.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-600x235.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-768x301.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-800x313.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-1024x401.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/1-to-1-Coaching-1200x470.png 1200w\" sizes=\"auto, (max-width: 799px) 100vw, 799px\" \/><\/a><\/p>\n<p>Have great conversations.<\/p>\n<p><em><span style=\"color: #999999;\">Image Credit: Unsplash.com<\/span><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A few weeks ago I&#8217;ve laser-focussed on what customer service managers need, to let their team master digital conversations. In fact social media, live chat, video chat and messaging apps are support channels with different engagement rules. Today, I&#8217;m closing the loop diving into main skill-gaps\u00a0 affecting digital customer service managers and how to bridge [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":27344,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[825,826,759],"class_list":["post-27127","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-coaching","tag-customer-service-managers","tag-digital-skills"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Digital customer service managers gain momentum - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"It&#039;s not just about their support team. Learn about main digital customer service managers skill-gaps customer service and how to effectively bridge them.\" \/>\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\/digital-customer-service-managers-gain-momentum\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital customer service managers gain momentum - Customer Service Culture\" \/>\n<meta property=\"og:description\" content=\"It&#039;s not just about their support team. Learn about main digital customer service managers skill-gaps customer service and how to effectively bridge them.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/\" \/>\n<meta property=\"og:site_name\" content=\"Customer Service Culture\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-03T09:41:18+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-11-03T09:41:20+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/digital-customer-service-managers.png\" \/>\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\/png\" \/>\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=\"2 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\/digital-customer-service-managers-gain-momentum\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/\"},\"author\":{\"name\":\"Paolo Fabrizio\",\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"headline\":\"Digital customer service managers gain momentum\",\"datePublished\":\"2021-11-03T09:41:18+00:00\",\"dateModified\":\"2021-11-03T09:41:20+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/\"},\"wordCount\":378,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/customerserviceculture.com\/#\/schema\/person\/cf6fce8fc34dc42008bd61ead2384c45\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/digital-customer-service-managers.png\",\"keywords\":[\"coaching\",\"customer service managers\",\"digital skills\"],\"articleSection\":[\"Digital Customer Service\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/\",\"url\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/\",\"name\":\"Digital customer service managers gain momentum - Customer Service Culture\",\"isPartOf\":{\"@id\":\"https:\/\/customerserviceculture.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/digital-customer-service-managers-gain-momentum\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2021\/11\/digital-customer-service-managers.png\",\"datePublished\":\"2021-11-03T09:41:18+00:00\",\"dateModified\":\"2021-11-03T09:41:20+00:00\",\"description\":\"It's not just about their support team. 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