FEATURE
TALENT REVIEWS ENABLE LEADERS TO ASSESS TEAM AND INDIVIDUAL PERFORMANCE AND IDENTIFY ANY GAPS OR AREAS FOR IMMEDIATE IMPROVEMENT . and delivering CX that stands out . The winners are the brands that can deliver truly human brand experiences , by harnessing the power of soft skills to deliver rewarding , personalised experiences , all while ensuring that the customer is getting what they want and need , when they want and need it .
Soft skills to adapt and thrive in CX
In the world of a CX advisor , no two days are the same . In fact , for the most part , no two customer interactions are the same and it ’ s this situational variability that makes the CX advisor workplace unique . To adapt and thrive , teams need the soft skills required to adapt to and deal with unique situations . From building trust , demonstrating understanding and displaying empathy to dealing with difficult customers and navigating the multitude of options for issue resolution , CX advisors today do need an arsenal of soft skills .
Yet identifying and nurturing these skills in a team isn ’ t as simple as just putting people into training and hoping for the best . Soft skills development is an ongoing investment ; programmes must be tailored to each CX advisor and need monitoring and refining as and when a business and advisor needs change .
Line managers play an essential role in guiding and coaching team members , ensuring each performs at their best and develops the right skills – and , accordingly , receives the right training . Talent reviews enable leaders to assess team and individual performance and identify any gaps or areas for immediate improvement and mapping out future areas of focus . Performance data must then be aggregated and harmonised across a business so that , even in a global entity , everyone is all working with the same framework .
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