Soft Skills do not work, your contact center needs Tough skills.
Contact Center Show
English - March 14, 2023 20:22 - 59 minutes - 81.3 MB - ★★★★★ - 4 ratingsManagement Business Technology contactcenter Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills.
Quotes
"People drive the success of contact centers. I had someone say to me this week - I think people are going away in contact centers. ChatGPT and the future of voice bots and digital bots will replace the human. But I disagree. Technology will never replace the humans in contact centers." "Professional Teams practice. If it looks effortless It didn’t come easy, the effortless is earned” "These skills are not soft skills, they are tough skills" Interactions are harder because we have scraped off most of the transactional contacts and sent them to an IVR, to self service, to chatbots… so what is left takes human intelligence - takes the ability to listen and think through solutions.
About our guests Glen Stoffel is a master Strategist and Co Founder of Camp 4 connect with Glen at https://www.linkedin.com/in/glen-stoffel/ Caryn Fried is a leadership development savant and CEO of Camp4, connect with Caryn at https://www.linkedin.com/in/caryn-fried/ https://camp4network.com/