Skills - the new currency
The world is in a period of economic recovery and accelerated change. As businesses strive to compete and thrive, they are finding that their skills requirements have fundamentally changed. Contact center agents need to deal with increasingly knowledgeable customers across an ever-increasing number of channels.
Critical new skills are scarce – not to mention in very high demand. So, rather than fight a losing battle to compete for new talent, organizations must develop innovative new ways to develop the skills and knowledge of existing employees, share expertise and retain valuable talent. Skills are fast becoming a new economic currency, and business leaders must ensure that the investments that they’re making today deliver immediate competitive advantage.