Lifelong learning will be key to long-term business success.
Rather than displacing traditional CX roles such as that of the contact center agent, the increased use and application of technology across the enterprise is making the human touch even more valuable.
However, the attributes that describe the best contact center agents, coaches and managers — creativity, problem-solving, emotional intelligence, empathy, active learning and resilience — are now crucial in any workplace and in any department where connections with colleagues are as likely to be virtual as physical, where work can be conducted on- or off-site and where comfort around the correct application of technologies is key to success.
And when competition within a limited talent pool intensifies, the organizations that attract and retain the right people are those with the right approach to the employee experience.
There are numerous factors — from financial stability and recognition to inclusion and opportunities for promotion — that combine to create a differential employee experience and increasingly, your customers are actively monitoring the quality of that experience.
of consumers would quit a brand that didn’t take staff welfare seriously.
Over one-in-four consumers say that they would leave a brand due to unethical practices and the poor treatment of employees.
Likewise, 28% of consumers say that using locally based customer service support staff is a clear indicator that an organization is serious about delivering a positive CX.
of customers relate locally based customer service with positive CX
And 20% of 18-24-year-olds would consider leaving a brand that didn’t have a clear approach to corporate and social responsibility.
of customers would leave a brand due to unethical practices
Each of these factors is important, but the one that will come to the forefront over the course of 2023 and beyond is ongoing training and development for all people in all positions.
Recent events accelerated the shift to digital and in doing so exposed skill gaps within any number of organizations.
As well as attempting to attract new talent with the capabilities to fill these gaps, organizations need to commit to reskilling their existing workforce and making learning a differential element of company culture.
Therefore, it’s time to reassess current curricula, existing approaches to learning and development, and to take a holistic look at the future of work to understand the skills in demand today and those that will be crucial to success tomorrow.
Because, as well as strengthening the bond between employee and employer, prioritizing skills development will make the organization stronger and more resilient.