Omnichannel customer service
Ability to apply Omnichannel customer service practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Omnichannel customer service.
P2
Executes standard Omnichannel customer service activities accurately within established controls and escalates exceptions.
P3
Owns complex Omnichannel customer service cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Omnichannel customer service, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Omnichannel customer service and develops other experts.
Roles that ask for it
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Source: PROCOMER FTZ employer benchmark