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E-Strategies Week of June 27, 2017

Interview for FIT

If your organization wants to improve the fit of your hires, reduce the cost of bad hires, and have more candidates say “yes” to your offers, then this article is for you. Did you know that one-third of new hires fail within the first six months? According to a survey by Leadership IQ – 82% of managers say that in hindsight, their interview process elicited subtle clues. Clues that they were heading for trouble. But during the job interview, managers were too focused on other issues or too pressed for time. They didn’t know what to look for, or they lacked confidence in their interviewing abilities to heed the warning signs.
Here is a 3-step process to implement an interviewing for fit methodology in your organization:

JobObsoleteYour Job May Soon Be Obsolete

Technology is changing the way everyone works, but it’s hitting some jobs harder than others.
A number of jobs will fall further and further behind the times by the year 2022, according to a new set of endangered job rankings compiled by job site
Drawing on U.S. Department of Labor data, the website has listed the top 10 careers most at risk of becoming obsolete.

Coffee Shop Owner Creates An Honest Sign To Teach Rude Customers A LessonCoffeeClever

Manners are free, and quite honestly, I think manners adds to a person’s character. But sadly, some people missed out on that memo.
There are so many people out there who aren’t familiar with basic manners like please and thank you.
It’s their lack of human decency that really annoys me. There is no need to forget your manners because forgetting them can have a big impact on someone’s day.


Why This Coffee Shop’s ‘Clever’ Sign Isn’t So Clever At All

A coffee shop in Roanoke, Va., put a “clever” sign outside that said:
“Small coffee” – $5
“Small coffee, please” – $3
“Hello, one small coffee please” – $1.75
The sign went viral. News stations reported on it. Redditors rejoiced. Bloggers and tweeters gushed.
“It might be a small gesture, but is it really that hard to remember your manners and the fact that there are actual people behind the counter?” one writer admonished her readers. “You’ll always be rewarded for good behavior, and now in some places, you might even save a little bit of cash.”
An employee wrote the sign because he felt he needed “to solve all the injustices of the world (and) to start charging more for people who didn’t take the time to say hello and connect and realize we’re all people behind the counter.”
Oh, brother.

CustomerServiceGraveyardAn inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the frustrations of a disgruntled customer, demanding a refund for the delivery of the wrong grade of copper. While there is no record of how the complaint was resolved, we can almost be certain it was a long shot away from the customer service methods businesses use today.
From clay tablets to contact centers, there have been countless new developments in the customer service industry. Each new technology promises to outperform the rest and set the new standard in service. In this rapidly evolving landscape, some channels are struggling to remain relevant, while others (like the legendary clay tablet) have long since become obsolete.
The pace of change is unremitting. Even as recently as the dawn of the new millennium, for example, technologies such as video calling and SMS text messaging were hailed as the ‘next big thing’ in the customer service industry. While there have been many successful implementations of these technologies, they are not as widespread as technologists and futurists would have had us believe in the noughties.
Indeed, much of what we formerly believed about the future of customer service has since been proven incorrect. Artificial intelligence has yet to take over, and recent forays with bots have shown that fully automated service is not always the best solution for a quality customer experience.
So, what does the future hold for customer service? And which technologies have businesses laid to rest as customer needs have evolved? In this infographic, we explore the highs and lows of new contact centre innovations, and how customer service technology has advanced since the days of inscribing stern words on to soft clay tablets.

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