FEATURE
Francesca Zanisi , Chief People Officer at Webhelp
includes the Think Human Foundation , which supports local NGOs worldwide to promote education and inclusion and the Youth Futures Foundation , which , as well as supporting young people to overcome multiple barriers to quality employment , runs projects to improve essential employability skills such as leadership , communication and patience . soft skills are teamwork and collaboration , communication , problem-solving and critical thinking , and while these are indeed soft skills , until recently , they have been expected from all employees by employers . In fact , to a large extent , career paths and frameworks in many companies have been founded on this premise – but in today ’ s agile workplace , they ’ re falling short , because they ’ re too linear , strict and geared to technical skills , not soft skills in their own right . The importance of soft skills – increasingly recognised as core , transferable skills that can be applied to most , if not all , roles in the business – is disrupting these outdated models .
It ’ s worth pointing out that soft skills development is now such a global priority that even not-for-profit organisations are working hard to help young people and disadvantaged communities acquire the skills that will both facilitate their social integration and improve their employment prospects . This
The importance of soft skills for the CX frontline
CX advisors have direct contact with customers , so they effectively act as brand ambassadors . Above and beyond specific product and systems knowledge , they need to convey a brand ’ s values and voice . Given the different roles and responsibilities among the CX team and the resulting individual objectives and skill sets , developing skills at scale is often a huge challenge .
The majority of customers ( 93 %) are likely to make repeat purchases with companies who offer excellent customer service and customer experience is now a key differentiator across all sectors . And in today ’ s hyper-connected world , sharing brand experiences on consumer forums and social media and using review sites to inform our own purchase decisions , is the new norm . These factors have transformed the role of the CX team from inbound customer service to the ‘ beating heart ’ of brand experience , responsible for designing customer journeys
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