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Enhancing Customer Service Excellence: Unleashing the Power of Assessments

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How to Assess Culture-Fit During Recruitment


In today’s highly competitive business landscape, delivering exceptional customer service is paramount to success. It not only builds customer loyalty but also drives business growth. According to recent studies, organizations that prioritize customer service have been found to experience a 10-15% increase in customer retention rates and, on average, a 5.7 times greater likelihood of gaining new customers. However, as the demand for exceptional customer experiences continues to rise, companies face the challenge of ensuring they have the right talent equipped with the necessary competencies to provide outstanding service.

The Significance of Exceptional Customer Service:

To set the stage, let’s delve into the crucial role of exceptional customer service in today’s business landscape. We’ll explore the impact of positive customer experiences on customer loyalty and business growth, citing relevant statistics and real-world examples. Additionally, we’ll address the common challenges faced by organizations in delivering exceptional customer service, such as handling customer grievances, addressing diverse customer needs, and maintaining consistency across various touchpoints.

Unveiling the Key Competencies for Customer Service Success:

In this section, we’ll explore the essential competencies that empower customer service professionals to excel in their roles. We’ll discuss empathy and the ability to understand and connect with customers on an emotional level. Adaptability and problem-solving skills will also take center stage, enabling service professionals to navigate diverse customer situations and find effective solutions. Effective verbal and written communication will be highlighted as a core competency, along with the importance of time management and domain knowledge in providing efficient and knowledgeable customer support.

The Transformative Power of Assessments:

Assessments are pivotal in identifying and measuring the key competencies required for exceptional customer service. We’ll explore the benefits of incorporating assessments into the hiring and talent management process, emphasizing how they eliminate biases, optimize decision-making, and ensure a more objective evaluation of candidates. By utilizing assessments, organizations can make informed decisions and select candidates with the desired competencies, setting the stage for a high-performing customer service team.

The PMaps Customer Service Assessment:

Introducing the Customer Service Assessment, we’ll showcase how this innovative solution from PMaps enables organizations to evaluate candidates’ customer service competencies effectively. We’ll highlight its customizable nature, allowing organizations to tailor assessments to their specific requirements. Additionally, we’ll discuss how the assessment goes beyond traditional approaches by incorporating real-life simulations to evaluate candidates’ problem-solving and communication skills. Through the assessment’s language-agnostic approach, organizations can assess candidates from diverse linguistic backgrounds, fostering inclusivity and diversity within their customer service teams.

Elevating Global Customer Interactions with eVA – Voice and Accent Assessment:

Shifting focus to global customer interactions, we’ll introduce eVA – Voice and Accent Assessment as a cutting-edge solution from PMaps. This assessment evaluates candidates’ pronunciation, accent, and communication skills, ensuring effective and clear communication with customers worldwide.

We’ll discuss how organizations can leverage eVA to enhance their global customer interactions, optimize customer satisfaction, and drive business success. Emphasizing its unique “Solutioning” section, which measures candidates’ comprehension, problem-solving, and communication skills, we’ll highlight how eVA sets itself apart from competitors and provides a holistic evaluation of candidates’ language proficiency.

Conclusion

In conclusion, exceptional customer service is not a luxury but a necessity in today’s business environment. By harnessing the power of assessments, organizations can identify and develop the competencies required for customer service excellence. With PMaps Solutions, including the Customer Service Assessment and eVA – Voice and Accent Assessment, organizations gain access to cutting-edge tools that unlock the full potential of their talent.

Organizations can elevate their customer service capabilities by selecting candidates with the right competencies, fostering positive customer experiences, and achieving remarkable business outcomes. To learn more about PMaps Solutions and how they can transform your customer service capabilities, explore our website and discover the solutions that will revolutionize your approach to customer service.

Featured Image Credit: Mikhail Nilov; Pexels; Thank you!

Pratisrutee Mishra

Content Writer at PMaps

Beginning at the age of 10 years old, Pratisrutee Mishra has had an immense interest in writing. The young, professional Gen-Z writer now holds an experience of 4+ years in SEO Content Development. Pratisrutee is an equally avid psychology learner and research aspirant at PMaps.

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Fintech Kennek raises $12.5M seed round to digitize lending

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Google eyed for $2 billion Anthropic deal after major Amazon play


London-based fintech startup Kennek has raised $12.5 million in seed funding to expand its lending operating system.

According to an Oct. 10 tech.eu report, the round was led by HV Capital and included participation from Dutch Founders Fund, AlbionVC, FFVC, Plug & Play Ventures, and Syndicate One. Kennek offers software-as-a-service tools to help non-bank lenders streamline their operations using open banking, open finance, and payments.

The platform aims to automate time-consuming manual tasks and consolidate fragmented data to simplify lending. Xavier De Pauw, founder of Kennek said:

“Until kennek, lenders had to devote countless hours to menial operational tasks and deal with jumbled and hard-coded data – which makes every other part of lending a headache. As former lenders ourselves, we lived and breathed these frustrations, and built kennek to make them a thing of the past.”

The company said the latest funding round was oversubscribed and closed quickly despite the challenging fundraising environment. The new capital will be used to expand Kennek’s engineering team and strengthen its market position in the UK while exploring expansion into other European markets. Barbod Namini, Partner at lead investor HV Capital, commented on the investment:

“Kennek has developed an ambitious and genuinely unique proposition which we think can be the foundation of the entire alternative lending space. […] It is a complicated market and a solution that brings together all information and stakeholders onto a single platform is highly compelling for both lenders & the ecosystem as a whole.”

The fintech lending space has grown rapidly in recent years, but many lenders still rely on legacy systems and manual processes that limit efficiency and scalability. Kennek aims to leverage open banking and data integration to provide lenders with a more streamlined, automated lending experience.

The seed funding will allow the London-based startup to continue developing its platform and expanding its team to meet demand from non-bank lenders looking to digitize operations. Kennek’s focus on the UK and Europe also comes amid rising adoption of open banking and open finance in the regions.

Featured Image Credit: Photo from Kennek.io; Thank you!

Radek Zielinski

Radek Zielinski is an experienced technology and financial journalist with a passion for cybersecurity and futurology.

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Fortune 500’s race for generative AI breakthroughs

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Deanna Ritchie


As excitement around generative AI grows, Fortune 500 companies, including Goldman Sachs, are carefully examining the possible applications of this technology. A recent survey of U.S. executives indicated that 60% believe generative AI will substantially impact their businesses in the long term. However, they anticipate a one to two-year timeframe before implementing their initial solutions. This optimism stems from the potential of generative AI to revolutionize various aspects of businesses, from enhancing customer experiences to optimizing internal processes. In the short term, companies will likely focus on pilot projects and experimentation, gradually integrating generative AI into their operations as they witness its positive influence on efficiency and profitability.

Goldman Sachs’ Cautious Approach to Implementing Generative AI

In a recent interview, Goldman Sachs CIO Marco Argenti revealed that the firm has not yet implemented any generative AI use cases. Instead, the company focuses on experimentation and setting high standards before adopting the technology. Argenti recognized the desire for outcomes in areas like developer and operational efficiency but emphasized ensuring precision before putting experimental AI use cases into production.

According to Argenti, striking the right balance between driving innovation and maintaining accuracy is crucial for successfully integrating generative AI within the firm. Goldman Sachs intends to continue exploring this emerging technology’s potential benefits and applications while diligently assessing risks to ensure it meets the company’s stringent quality standards.

One possible application for Goldman Sachs is in software development, where the company has observed a 20-40% productivity increase during its trials. The goal is for 1,000 developers to utilize generative AI tools by year’s end. However, Argenti emphasized that a well-defined expectation of return on investment is necessary before fully integrating generative AI into production.

To achieve this, the company plans to implement a systematic and strategic approach to adopting generative AI, ensuring that it complements and enhances the skills of its developers. Additionally, Goldman Sachs intends to evaluate the long-term impact of generative AI on their software development processes and the overall quality of the applications being developed.

Goldman Sachs’ approach to AI implementation goes beyond merely executing models. The firm has created a platform encompassing technical, legal, and compliance assessments to filter out improper content and keep track of all interactions. This comprehensive system ensures seamless integration of artificial intelligence in operations while adhering to regulatory standards and maintaining client confidentiality. Moreover, the platform continuously improves and adapts its algorithms, allowing Goldman Sachs to stay at the forefront of technology and offer its clients the most efficient and secure services.

Featured Image Credit: Photo by Google DeepMind; Pexels; Thank you!

Deanna Ritchie

Managing Editor at ReadWrite

Deanna is the Managing Editor at ReadWrite. Previously she worked as the Editor in Chief for Startup Grind and has over 20+ years of experience in content management and content development.

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UK seizes web3 opportunity simplifying crypto regulations

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Deanna Ritchie


As Web3 companies increasingly consider leaving the United States due to regulatory ambiguity, the United Kingdom must simplify its cryptocurrency regulations to attract these businesses. The conservative think tank Policy Exchange recently released a report detailing ten suggestions for improving Web3 regulation in the country. Among the recommendations are reducing liability for token holders in decentralized autonomous organizations (DAOs) and encouraging the Financial Conduct Authority (FCA) to adopt alternative Know Your Customer (KYC) methodologies, such as digital identities and blockchain analytics tools. These suggestions aim to position the UK as a hub for Web3 innovation and attract blockchain-based businesses looking for a more conducive regulatory environment.

Streamlining Cryptocurrency Regulations for Innovation

To make it easier for emerging Web3 companies to navigate existing legal frameworks and contribute to the UK’s digital economy growth, the government must streamline cryptocurrency regulations and adopt forward-looking approaches. By making the regulatory landscape clear and straightforward, the UK can create an environment that fosters innovation, growth, and competitiveness in the global fintech industry.

The Policy Exchange report also recommends not weakening self-hosted wallets or treating proof-of-stake (PoS) services as financial services. This approach aims to protect the fundamental principles of decentralization and user autonomy while strongly emphasizing security and regulatory compliance. By doing so, the UK can nurture an environment that encourages innovation and the continued growth of blockchain technology.

Despite recent strict measures by UK authorities, such as His Majesty’s Treasury and the FCA, toward the digital assets sector, the proposed changes in the Policy Exchange report strive to make the UK a more attractive location for Web3 enterprises. By adopting these suggestions, the UK can demonstrate its commitment to fostering innovation in the rapidly evolving blockchain and cryptocurrency industries while ensuring a robust and transparent regulatory environment.

The ongoing uncertainty surrounding cryptocurrency regulations in various countries has prompted Web3 companies to explore alternative jurisdictions with more precise legal frameworks. As the United States grapples with regulatory ambiguity, the United Kingdom can position itself as a hub for Web3 innovation by simplifying and streamlining its cryptocurrency regulations.

Featured Image Credit: Photo by Jonathan Borba; Pexels; Thank you!

Deanna Ritchie

Managing Editor at ReadWrite

Deanna is the Managing Editor at ReadWrite. Previously she worked as the Editor in Chief for Startup Grind and has over 20+ years of experience in content management and content development.

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