Providing stellar customer service as a differentiator
Changing KPIs and other metrics
The proactive, interpersonal approach that builds trust
Tech experts: people helping people
People and process experts: building rapport with clients and customers
Automation is nothing new, and neither is the uncertainty it presents to the workforce or the changes that come with it, especially in the future of jobs.
During its evolution over the last few decades, automation has changed the relationship between people and machines, and in most industries, it’s resulted in new expectations for customer and client service.
Employers and employees now face the need for refined processes, enhanced customer service, and an increasing number of functions being handled by machines.
But get this: People STILL have reasons to get help from humans, especially because they don’t yet expect much from a machine.
So, what do talent professionals need to do, knowing that TOP talent is needed to deliver TOP service to meet TOP customer expectations? The people of leading businesses must have new skills, a higher level of knowledge, the ability to converse and build relationships, and provide the type of modern customer service expected today.
HR leaders must communicate to candidates the way automation is changing roles and know how to handle transformation in hiring top talent, recruiting, assessment and selection. Success also means changes to reduce short-term turnover, adjust the pre-hire process, better share the role and the culture, and provide comprehensive onboarding that reflects all changes taking place.