Omnichannel customer service

Qué significa cada nivel

La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.

1. P1

   Describes the process, controls, stakeholders and basic decisions involved in Omnichannel customer service.

2. P2

   Executes standard Omnichannel customer service activities accurately within established controls and escalates exceptions.

3. P3

   Owns complex Omnichannel customer service cases/processes, improves controls and coaches colleagues.

4. P4

   Sets cross-team standards and governance for Omnichannel customer service, integrating risk, metrics and stakeholder needs.

5. P5

   Defines enterprise strategy or external practice for Omnichannel customer service and develops other experts.

Puestos que la piden

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