Employee Career and Skills Development = People and Business ROI
Robert Armstrong
Senior Director of Customer Support | Design, Scale and Optimize Enterprise Service Delivery Operations | Large Scale Service and Program Transformation | SaaS B2B B2C |
We’ve all worked on and with a team that just “clicks”-?teammates know what’s needed almost before it’s verbalized, they are quick to help and support each other, always hungry to learn new things and see around corners. ?When you have that, it seems like magic, right??Yet high performance teams, whether in customer support (where I’ve worked) or anywhere else don’t just happen magically.?They're the outcome of an intentional culture in an organization that’s invested in recruiting, empowering, engaging and growing teams.?
Take the support space as a specific example.?How a team hires, trains, develops, and facilitates career pathing curates the skills, competencies, ?and collaboration that are essential for problem solving, creative solutioning, and communication- all critical ingredients for enabling great customer experiences.?
As one way to make this part of our team DNA, my team at Athenahealth customer support created career development blueprints for every role and every development stage, pulling in business oriented and skill based competencies, development resources and career development templates for managers and employees.?Once we rolled them out, employee engagement rose substantially- analysts, agents and managers felt like they had a tangible framework to help them grow and develop forward.?
Another big benefit is that as customer and business needs change through new solutions, channels, tools and technologies, a well developed, highly effective team built on these foundations is more proactive at seeing needs and acting with agility.
All of this really just highlights that employee career development has to be more than a buzzword – it's a strategy that pays off for both employees and businesses. When teams are provided with opportunities to enhance their skills and knowledge, they become more engaged, motivated, and productive. This leads to increased job satisfaction and a sense of loyalty to the organization. The business, in turn, benefits from a more skilled and adaptable workforce that can tackle new challenges head-on.
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About me:?I’m an experienced Customer Support leader, building, scaling and leading B2B and B2C SaaS support and service delivery organizations with a mission to embed customer support within the product value proposition.
Passionate about Customer Experience and Organizational Transformation | Omnichannel Experience | Technology & Process Implementations
1 年I loved this activity and it really helped map out current and future careers. It built cohesion with the team. You were instrumental in driving this and I hope to use it for my future teams!!
Delivering Results Beyond Expectations in Difficult Situations | Vice President of Customer Success and Support | Project Manager | Team Builder
1 年Robert Armstrong, my lightbulb went off on "created career development blueprints for every role and every development stage". I have always had those roughed out in my mind (plus the written job descriptions) and challenged my managers and leads with them, but creating a detailed roadmap is a great idea.