As AI takes hold in the customer service sector, and is rolled out in popular POS and CRM systems, TTEC says new hard skills development training software and systems are needed for customer service employees.
-- While soft skills like teamwork, communication and problem solving have long been seen as the backbone of customer service training and development programs, TTEC—an international customer service BPO with over 55,000 employees—says that companies in the industry now need to be looking more towards hard skills to address the fast-changing technological landscape; especially the ongoing AI rollout.
As they explained, with AI now nearly ubiquitous—now integrated within almost all POS and CRM systems used by customer service companies and in the chatbots more and more companies are adopting—companies in both the BPO (business process outsourcing) and customer service spaces need to not only adapt what they do and how they do it, but ensure that their teams are fully equipped to handle new technologies and ongoing changes.
As multiple recent studies have revealed, AI has already become entrenched in the customer service sector and is poised to have a revolutionary impact in the short to medium term.
Positively, this could mean up to 40% increased company productivity in the next ten years. However, less positively, one of the main obstacles to successful AI implementation is resistance to change among employees and the need for continuous employee training to keep up with a rapidly moving tech landscape.
As such, for their part, the international firm has designed a hard skills development program which focuses on improving AI to human integration, especially regarding chatbot synergy. It is also focused on point of sale (POS) proficiency, CRM expertise, data entry accuracy, technical support skills, analytics interpretation and general digital literacy.
With AI transforming how customer service businesses operate—ideally improving efficiency and boosting customer and client KPIs—TTEC also believes that it has the potential to change the way businesses train their teams for the better.
As IBM recently reported, AI makes it easier for employers to deliver truly personalized training programs that adapt to each individual’s strengths and weaknesses.
As such, as TTEC shifts gears to a more hard skill-centered onboarding program, they are also piloting the use of AI globally with their new RealPlay™ solution. This system simulates real-world customer scenarios, allowing employees to practice a mix of soft skills and hard skills in a safe environment and receive real-time feedback through AI-powered bots.
Lamont Exeter, Vice President, Learning and Performance for TTEC Digital, encouraged other large employers in the BPO and customer service spaces to stay ahead of this rising digital tide.
As he affirmed, companies have a corporate responsibility to equip their teams with the tools that they will not only need today—to perform in their current position—but for the future, as they progress in their career and work across the sector for varied employers.
Contact Info:
Name: TTEC Support
Email: Send Email
Organization: TTEC
Address: 100 Congress Avenue Suite 1425, Austin, Texas 78701, United States
Website: https://www.ttecjobs.com/en
Source: PressCable
Release ID: 89165872
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