Digital Leaders Blog

Digital Skills (2)

According to a recent survey by McKinsey, the way companies engage with customers and the tools supporting customer interaction will change dramatically over the next few years.

An omnichannel world will emerge with customers having access to a wide range of digital contact options for interacting with companies, not just the traditional call centre. Fully 75 percent of customers will use multiple service channels. This will include web sites, apps, social media, chat and voice.

Frontline robotics will also play an important gatekeeper role, helping to determine customer requests and handle simple issues. The report estimates that robots will be able to fully resolve 30 to 50 percent of all customer requests.

The emergence of omnichannel digital options will not mark the end of human contact centre agents. However, their role will…

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A recent report by Capgemini, in association with LinkedIn, concluded that the digital skills gap is widening across a broad range of industries and countries, with over half of employees (and 60 per cent of digitally talented employees) investing their own time and money, outside office hours, to stay relevant.

Fifty-four per cent of the organisations surveyed were facing a growing digital talent gap, leading to a loss of competitiveness through hampering their digital transformation programmes.

Despite this, budgets for training digital talent remained flat or decreased in more than half (52 percent) of the organisations surveyed.

It would appear, therefore, that despite growing awareness of the digital skills crisis very little is being done to solve it.

Many employees are concerned that their skills are already, or will…

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