Live Webinar May 29th, 2019, 11:00 am – 12:00 pm EDT
Activity Type: Education – Course or Training  1 Hour  1 PDU
Provider: Gartner Webinars

Today’s service environment requires a different type of frontline rep. Customers are more demanding than ever, and yet most organizations still hire candidates based on the same set of skills and abilities they were looking for five or even 15 years ago.

The latest Gartner research on frontline talent management revealed that a certain type of frontline rep performs significantly better when it comes to delivering a low-effort customer service experience. I

n this webinar, Lauren Villeneuve (LinkedIn profile, Gartner bio) Gartner Sr Principal, Advisory & Sarah Dibble, (LinkedIn profile, Gartner bio) Gartner Sr Principal, Advisory; will explain why optimizing your hiring and talent management processes to focus on this type of rep will help your organization meet increasing customer demands without overburdening company resources.

Discussion Topics:

• Why skill sets and abilities we look for in frontline reps are often outdated
• Characteristics that closely correlate to a low-effort service experience
• Strategies to source, identify, hire, and onboard high-potential customer service reps

Click to register for:
Introducing The New High Performing Customer Service Rep

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