Different Customers, Different Skills Required

Presented by

Warren Bobrow, President - All About Performance

About this talk

CCNG talks with member Warren Bobrow, President of All About Performance about selecting people for jobs based on the knowledge, skills, abilities, and personal characteristics (KSAPs) required to do the work. KSAPs can differ for the same contact center jobs when considering different kinds of customers. Join our webcast interview with Warren as he discusses the differences between the customers who call contact centers and those who contact centers through the chat channel and how those difference affect how you should recruit and select agents. Warren is a regular contributor to the CCNG member blog at CCNGMembers.org.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.