HR departments have been forced to focus in recent years on downsizing or rightsizing the workforce, often resulting in the creation of un-balanced teams. More importantly, the change and development of technology has meant that the skill sets of many of the teams are inadequately aligned to the needs of very demanding customers, and businesses trying to reduce costs while improving levels of performance.
Attention is now required on rebuilding the business (people, processes and technology combined), transforming the operation to facilitate the introduction of low-cost service delivery models, reduce costs and improve service levels. The type and skills of staff now required are subtly different from previous recruitment criteria, requiring to be IT and software literate as well as display electromechanical skills to deal with high tech devices. On top of these technical skills is the need for a higher level of empathy towards the customer, to help solve their problems.
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