Grant Harvey

I want to talk about the role of the customer service rep just a little bit more because I think there's I mean, there's a lot of people in the U.S.

like people, you know, often think about, oh, you know, companies outsource to other countries to do their customer support.

But there's a ton of people in the middle of the country who work in this in this field, let alone everywhere working in this industry.

And I really wonder what, you know, you mentioned training and reskilling.

What do you think are the skills that if I'm working in customer support right now, what should I be learning?

What should I be focusing on to be prepared for this?

It seems like it's a hybrid world we're entering into right now, especially the way you're doing it.

What skills should I be learning so that I don't get swept away and automated, but instead I can be proactive in this industry?

Yeah, for real.

totally yeah you're totally right about that like for instance you could use the technology available today to be speaking in your native language and i don't know if any system does this yet but automatically translates it into the language of the listener and then you know maybe with a little bit of latency there's no you know hopefully not a lot of information lost it's yeah it's there and there's no latency i mean it really is just the adaptation of it but the um

Yeah, I can imagine.

If you can answer people's questions faster at any time of the day with better accuracy, I mean, what's not to like about that?

I feel like that is a net positive.

I also wonder, does your system, I mean, with that, because that 40% turnover rate is really high.

I don't know how that benchmarks against other industries, but to me, that's like, whoa.

Um, does this, do you think that this, the way that you're approaching it helps with the turnover problem?

And do you think the turnover problem was more of a, like, I just can't, can't hang in this industry.

I can't, you know, the working with customer sucks, you know, famously, if anyone's worked in retail, there are bad customers.

So, you know, um, that sometimes that's difficult.

Is it a, is it a people management problem or is it the industry problem that led to that high turnover and how are we addressing it?