{"id":37153,"date":"2024-02-14T16:44:32","date_gmt":"2024-02-14T15:44:32","guid":{"rendered":"https:\/\/customerserviceculture.com\/?p=37153"},"modified":"2024-02-14T16:44:34","modified_gmt":"2024-02-14T15:44:34","slug":"run-a-digital-skill-matching-check","status":"publish","type":"post","link":"https:\/\/customerserviceculture.com\/en\/digital-customer-service\/run-a-digital-skill-matching-check\/","title":{"rendered":"Run a digital skill-matching check"},"content":{"rendered":"<p>Like it or not, we&#8217;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 <strong>conversational expectations<\/strong> are ever-changing. So do you run digital skill-matching checks? Here are the main benefits and why you&#8217;d better to carry out them on a regular basis.<\/p>\n<p><!--more--><\/p>\n<h2><strong>Listen to the podcast<\/strong><\/h2>\n<iframe loading=\"lazy\" src=\"https:\/\/widget.spreaker.com\/player?episode_id=58685510&amp;theme=light&amp;playlist=false&amp;playlist-continuous=false&amp;chapters-image=true&amp;episode_image_position=right&amp;hide-likes=false&amp;hide-comments=false&amp;hide-sharing=false&amp;hide-logo=false&amp;hide-download=true\" width=\"100%\" height=\"150px\" frameborder=\"0\"><\/iframe>\n<p>Subscribe on <a href=\"https:\/\/open.spotify.com\/show\/6np6HAVyZNJyGFn2e91ZIX\">Spotify<\/a><em>, <\/em><a href=\"https:\/\/music.amazon.it\/podcasts\/163af2c6-6ab2-4525-9802-458e8f75ee4a\/customer-service-culture-en\">Amazon Music<\/a> or <a href=\"https:\/\/podcasts.apple.com\/it\/podcast\/customer-service-culture-en\/id1050411354\">Apple Podcast<\/a>.<\/p>\n<h2><strong>Highlights\u00a0<\/strong><\/h2>\n<ul>\n<li>00:03 Intro episode #31<\/li>\n<li>00:47 Listen to previous interview w\/ Shep Hyken, CX Expert<\/li>\n<li>01:01 Listen to interview w\/ Darko Popovic, COO Multitude Bank<\/li>\n<li>02:11 The post-pandemic is increasing customer&#8217;s conversational expectations<\/li>\n<li>05:01 <em>&#8220;We have delivered trainings to our agents, but&#8230;&#8221;<\/em> &#8211; said the manager<\/li>\n<li>06:01 What&#8217;s a digital skill-matching check and why you need it<\/li>\n<li>07:03 My experience: how to run one effectively<\/li>\n<li>07:35 Download the &#8216;<em>DCS Personas\u00a9<\/em>&#8216; skill-set framework<\/li>\n<li>08:51 Are you driving the conversation with the customer?<\/li>\n<li>11:55 Customers are more and more aggressive, so don&#8217;t be passive!<\/li>\n<li>14:23 Check out my DCS consulting and training pages<\/li>\n<li>15:05 My book <em>&#8216;The Power of Digital Conversations&#8217; <\/em>available on Amazon<\/li>\n<li>15:55 Send your feedback \/ question: <em>paolo@customerserviceculture.com<\/em><\/li>\n<\/ul>\n<h2><strong>Related links\u00a0<\/strong><\/h2>\n<ol>\n<li>Balancing AI and human interactions [<a href=\"https:\/\/bit.ly\/3SBnvAW\">read article<\/a>]<\/li>\n<li>Podcast #30 w\/ Shep Hyken, CX Expert [<a href=\"https:\/\/bit.ly\/Pod-30-EN\">listen here<\/a>]<\/li>\n<li>Podcast #29 w\/ Darko Popovic, COO Multitude Bank [<a href=\"https:\/\/bit.ly\/Pod-29EN\">listen here<\/a>]<\/li>\n<li>Download the DCS Personas\u00a9 skill-set framework [<a href=\"https:\/\/bit.ly\/DCSP-EN\">here<\/a>]<\/li>\n<li>Want to run a digital skill-matching check? [<a href=\"https:\/\/customerserviceculture.com\/en\/consulting\/\">go to my consulting page<\/a>]\u00a0<\/li>\n<li>Get your Digital Customer Service team up-skilled with my <a href=\"https:\/\/customerserviceculture.com\/en\/training\">training paths<\/a>.<\/li>\n<li>Check out my <a href=\"https:\/\/customerserviceculture.com\/en\/speaking\/\">3 speaking programs<\/a> to hire me for your next conference.<\/li>\n<\/ol>\n<h2><strong>Check out my book<\/strong><\/h2>\n<p>\ud83d\udca1 After this podcast episode you&#8217;d better read my newest book &#8216;<em>The Power of Digital Conversations<\/em>&#8216;. So, wherever you live, get a copy for you and your peers to<strong> boost Digital Customer Service<\/strong> best practices and help <strong>spread Customer Culture<\/strong> across your organization.<\/p>\n<p><a href=\"https:\/\/amzn.to\/3MX8VAq\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-35946 \" src=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png\" alt=\"The Power of Digital Conversations\" width=\"507\" height=\"405\" srcset=\"https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-177x142.png 177w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-200x160.png 200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-300x240.png 300w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-400x320.png 400w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-600x480.png 600w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-768x614.png 768w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-800x640.png 800w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1024x819.png 1024w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1200x960.png 1200w, https:\/\/customerserviceculture.com\/wp-content\/uploads\/2023\/11\/Mockup-3-1536x1229.png 1536w\" sizes=\"auto, (max-width: 507px) 100vw, 507px\" \/><\/a><span style=\"font-size: revert; color: initial; font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen-Sans, Ubuntu, Cantarell, 'Helvetica Neue', sans-serif;\">\u00a0<\/span><\/p>\n<p><strong>GET YOUR COPY\u00a0<\/strong><\/p>\n<ul>\n<li><a href=\"https:\/\/amzn.to\/3MX8VAq\" data-wplink-edit=\"true\">USA<\/a> \ud83c\uddfa\ud83c\uddf8\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MRMMU6\">Italy<\/a> \ud83c\uddee\ud83c\uddf9\u00a0<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sHBJX1\">Germany<\/a> \ud83c\udde9\ud83c\uddea<\/li>\n<li><a href=\"https:\/\/amzn.to\/3sAEIk4\">France<\/a> \ud83c\uddeb\ud83c\uddf7<\/li>\n<li><a href=\"https:\/\/amzn.to\/3MXSQKU\">Spain<\/a> \ud83c\uddea\ud83c\uddf8<\/li>\n<li><a href=\"https:\/\/amzn.to\/47xvAfi\">Canada<\/a> \ud83c\udde8\ud83c\udde6<\/li>\n<li><a href=\"https:\/\/www.amazon.co.uk\/power-digital-conversations-Paolo-Fabrizio\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=2KLBMWVUK3L21&amp;keywords=paolo+fabrizio+the+power+of+digital+conversations&amp;qid=1702458665&amp;sprefix=%2Caps%2C161&amp;sr=8-1\">UK<\/a>\u00a0<span class=\"cqiun4t2 khvhiq1o r5qsrrlp i5tg98hk iqx13udk przvwfww qiohso4h gfz4du6o r7fjleex nz2484kf svot0ezm dcnh1tix sxl192xd t3g6t33p\"><span class=\"\">\ud83c\uddec\ud83c\udde7<\/span><\/span><\/li>\n<li><a href=\"https:\/\/amzn.to\/3teey6J\">Mexico<\/a> \ud83c\uddf2\ud83c\uddfd<\/li>\n<li><a href=\"https:\/\/www.amazon.com.au\/power-digital-conversations-Italian\/dp\/B0CNJ9W7L7\/ref=sr_1_1?crid=3UINKGAEWZBC2&amp;keywords=the+power+of+digital+conversations&amp;qid=1702459059&amp;sprefix=%2Caps%2C213&amp;sr=8-1\">Australia<\/a>\u00a0\ud83c\udde6\ud83c\uddfa<\/li>\n<\/ul>\n<p>Have great conversations. \ud83d\udc4a<\/p>\n<p><strong>P.S. <\/strong>Fresh insights? <a href=\"https:\/\/customerserviceculture.com\/en\/newsletter\/\">Subscribe to the newsletter<\/a>.<\/p>\n<p><em>Image credit: Unsplash.com<\/em><\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Like it or not, we&#8217;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&#8217;d better [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":37180,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[737],"tags":[746,763],"class_list":["post-37153","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-customer-service","tag-digital-customer-service-2","tag-podcast-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Run a digital skill-matching check - Customer Service Culture<\/title>\n<meta name=\"description\" content=\"Your customer service team delivers over digital channels but expectations are ever-changing. 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