Talent Management And The Customer Experience

The most pressing issue in customer service and the customer experience today isn’t chatbots or automation. It’s talent management: the recruiting, selection, and nurturing of the great, and potentially great, employees who make the difference to the actual customers who pay a company’s actual bills.

More information: https://www.forbes.com/sites/micahsolomon/2017/03/07/talent-management-customer-service-and-the-customer-experience/#796c99ad7c27

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