WHAT'S ON MY PERCIPIO PLAYLIST? by Ed Zaval, SVP Customer Engagement
All of us here at Skillsoft love to learn, and as both an employee and a leader, I’m no exception.
Throughout my career, I’ve gravitated towards customer-facing Services roles because of the human interactions, and our performance in meeting customer’s needs is measurable. Customer engagements lend themselves to KPI’s; response times, resolution times, CSAT, NPS, and more recently with improving digital Service motions - click rates. However, I think organizations can over-rotate on their reliance on self-help for customers and hard performance data, forgetting there are people in the center of customer-centricity. Those social and communication skills have never been in higher demand in the workforce…so as a leader, I always have these mainstay assets on my playlist to share and recommend as a coaching tool:
All of the above training appears in the Customer Service Representative Journey.
As an employee, I am currently taking our internal custom Integrated Offer Enablement Training that helps our Sales and Success teams position our new Technology and Developer training solutions. More information on that can be found here: Technology and Developer - Your Journey Starts Here <
We are working to get the word out that Skillsoft customers can now access a combined offering of nearly 28,000 contact hours of instruction, including a blend of virtual and on-demand courses, instructor-led training, hands-on labs, and real-world challenges, and coverage across more than 170 technical certifications. Vendor-authorized Content includes Microsoft, Cisco, Amazon Web Services, and others, as well as expert-authored original content, across six key areas: cloud, cybersecurity, software craft, programming, data, and IT infrastructure.
It's a great time to learn!