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Are You Connected? Recruiting, developing and retaining the skills for customer service excellence

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This research is one of the most challenging that we’ve published. It’s wide ranging and covers essential issues relevant to all organisations: skills requirements in an evolving customer service environment; effective recruitment; training and development; and employee retention.

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We know from the UKCSI and our existing research that employee behaviours and skills are fundamental to excellent service, reputation, trust and business performance. And as organisations look to automate routine queries, employees will increasingly be required to spend more time dealing with complex issues. This means that customer service skills will be even more crucial.

The research has three key objectives:

  • Identify current and emerging skills needs, in a customer service or customer experience context
  • Assess how effective organisations are in recruitment, training and skills development and retention of employees
  • Identify how organisations need to improve in these areas in order deliver excellent service


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