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"Why Customer Service is NOT an 'Entry Level' Position"
Just us for this myth-buster discussion on the evolution of frontline Agent roles. It is no longer an entry level position. With AI chatbots skimming off "easy" calls, Agents need advanced level skills, such as emotional intelligence, negotiation and conflict resolution capability. Work from Home also demands Agents who are self-motivated, independent and can think on their feet. How can you up-skill your existing Agents to meet the demands of 2021 and beyond?
Mike Aoki is the President of Reflective Keynotes Inc. (http://www.reflectivekeynotes.com), a training company that helps contact centers improve their sales and customer experience results. A contact center expert, Mike was chosen by ICMI.com as one of the "Top 25 Customer Experience Thought Leaders for 2021." He also received the GTACC Award for social media influence, and co-authored the Amazon #1 bestselling leadership book, "Called to Action."
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