Customer service work looks set to become the most in-demand job. But why?
This is the first in the week’s two-part look at the future of work. Work that will naturally change as automation processes advance.
The World Economic Forum deems this the ‘4th Industrial Revolution’ – and one that is set to be characterised by the ‘Empathy Economy’.
Introducing the Empathy Economy
It’s now believed that more than 700 million jobs could be displaced worldwide in the next 12 years. This is quite simply due to advances in automation allowing technology to perform many of today’s roles better than humans.
It’s not necessarily bad news; as you’ll see from this feature shared on LinkedIn. In fact, it looks as if workers could actually benefit from such advances; with increased productivity supporting increased pay.
However, as we move into this new working era, we’ll see a shift in the skills and jobs that are most in demand.
Loup Ventures & The World Economic Forum names three skills that humans can perform better than robots:
It’s empathy that they perceive most important, explaining that it’s this that “makes us human”. That the capability to employ mutual understanding is something that we can all capitalise upon. And that this empathy will naturally rise to the fore of importance as other jobs are displaced.
Customer service work in the Empathy Economy
They go on to discuss the ways that companies might integrate technology to underpin and support this movement (CRM tools that know all there is to know about customers, and empathy-building simulations included). Yet they highlight how it’s the human workers that will be best suited to handling the sensitive, finer details of customer service interactions.
To this end, it’s customer service workers that could become the computer programmers of the 1990s-2000s and the stock-brokers of the 1980s. Workers that define the primary role of their era.
Furthermore, it’s empathy that should be at the heart of all customer service job training.
How will this affect jobs in Bath?
With so many fantastic service-based businesses already in existence locally, we are optimistic that any shifts in this direction will prove positive for Bath business and its workers.
We’ve long recruited for customer service roles, alongside many other job opportunities that encompass large aspects of customer and client-service activity. You can see (and apply for!) such customer service-focused jobs here.
If you’re reading this as a future job-seeker or employee, you might want to take note of all those customer service skills you’ve already utilised to date. There’s no harm in keeping a log of these now (and it could make writing future CVs easier!).
The focus on furthering empathy skills strikes us a great development opportunity for any employers and managers reading this post. The more we all know about what may be ahead in our working futures, the better we can prepare for these changes.
And the more prepared we all are, the more benefits we are likely to derive from these employment shifts!
Of course, there will be opportunities outside of Customer Services. We’ll explore this further later this week. In the meantime, you can catch up on the career skills we’ll all need by 2020!
[Source: World Economic Forum Feb 2018]