We’re excited to share that Bryant Richardson was a featured speaker at the recent ICMI Digital Experience! His session, “Future-Proof Customer Contact: Your Guide to Reskilling and Upskilling,” provided valuable insights into the skills needed to navigate the rapidly evolving customer service landscape.
Bryant explored the key drivers behind the need for reskilling and upskilling in contact centers, including shifting customer and employee expectations and the fast-paced evolution of technology. He emphasized the importance of both hard and soft skills, touching on everything from AI-enabled tools to emotional intelligence and leadership development.
Key takeaways from his session included:
1. Understanding rapidly changing customer expectations and how to equip teams with the necessary skills to meet these demands.
2. Strategies to reskill and upskill teams for future success.
3. How to involve employees in driving organizational improvements.
You can watch the full presentation below.