Emerging Skills for a Changing Economy: Evolution of the Customer Service Professional
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This report examines what skills customer service professionals will require in modern economies. Published 2001.
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Published 2001. Written by Colin Armistead, Neal Beamish and Julia Kiely.
This reports looks at the role of the customer service professional and sets out to answer four key questions:
- How will customer service change over the next decade?
- What roles will people play in customer service?
- What capabilities - as knowledge, skills and competencies - will customer service professionals need to perform their own roles well?
- How will customer service professionals acquire the necessary capabilities?
The research team talked to managers in service organisations at the forefront of technology deployment in service processes. Their hopes for the future of customer service were discussed with customer focus groups. The research team also examined reports and talked to forecast experts about future developments in technology, changes in the population mix and the different and changing lifestyles of people over the next decade.
The report was commissioned by ICS as part of its Breakthrough Research programme and was sponsored by BA, BT, BUPA, Reality Group, Thames Water, Vodafone and Zurich.