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Research from Harvard says that soft skills are responsible for 85% of career success. In the contact centre where conversations are getting more complex, making sure that your frontline colleagues have the right skills to handle these more sophisticated interactions is more important than ever.
There are other skills that are increasingly needed by the frontline today. Having strong technical skills, the ability to use multiple applications quickly, to speed type accurately, to multi-task and engage with customers through a variety of different channels. This gives way to multi-dimensional career pathways.
Some contact centre’s enjoy the benefits of many long tenure frontline colleagues. They know the business, the customers and the systems, but they will still require support and development to handle changing customer behaviours. For others, they have adapted their recruitment criteria to identify new talent that has a higher emotional intelligence and stronger technical skills to enable them to better adapt to these protracted dialogues.
By giving your teams the skills to do their role with confidence, and to give them opportunities to develop their careers by taking on different products, new channels, alternative interaction types, it is possible to better manage your attrition, and therefore your cost base.
Join Kate, Membership & Learning Director, CCMA, for this one-hour interactive session as she brings this key discussion to life with the support of a panel of industry leaders who are passionate about supporting the people that work in their contact centres.
We’ll discuss:
You’ll have the opportunity to ask questions to the panel, including Francesca Rea, Director of Operations, NewDay, Ingrid Brackley, Head of Customer Service Operations at NHS Property Services, Sarah Wise, Operations Director at Fundraising Direct, and Beth Thouin, CMO at Hiring Branch. Share your ideas and experiences too.
