Every month, we take a moment to sit down with our CEO, Marko Dubočanin, and ask him one simple question.
The goal? To openly share how we think about the future of our industry, our company, and the relationships we build with our clients.
This series isn’t about long speeches or corporate reports. It’s a chance to pause, reflect on where we are and where we’re headed, and share that thinking with everyone around us: our clients, our partners, and our team.
This month we asked the following question:
What are the key elements company needs to have in order to be successful in customer experience today?
“I’d say that one of today’s biggest challenges in building high-quality customer experience teams is the lack of available and highly motivated skilled employees who actually want to do this job. Especially among younger generations, it’s increasingly common to pursue more complex roles, which makes it more and more difficult to find people willing to take on daily customer support tasks.
So, one of the key elements to delivering high-quality customer service today is, first of all, finding the right talent. Then being able to manage and retain it in the long run.
That includes having training centers, continuously upgrading the skills of dedicated agents, and of course, ensuring that all shifts, languages, and service quality are covered 24/7. Achieving that level of consistency is becoming increasingly difficult.”
