I recently released Customer Support Excellence (https://customersupportexcellence.com/): a competency assessment platfo... | ElevateCX

I recently released Customer Support Excellence (https://customersupportexcellence.com/): a competency assessment platfo... | ElevateCX

Andre Linde
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Sounds great, i would be interested. How long does it take to complete?
Ines
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Good question! Depends a bit on which one you’d like to do (the Development one has an additional section for a team lead/similar to do a supplemental assessment) and how long your written responses are to the open questions 🙂 there are 4 'tasks' that need to be completed, each takes around an hour (but can be stopped and restarted in between).
Miles Goldstein
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Sounds interesting. Do you have a "senior management" track? And how would this compare to https://servicestrategies.com/training/career-certification/certified-support-managers/ ? Thanks.
Ines
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Not yet re: senior management track, working on it 😉 As for how it holds up to the certification you mentioned: SCP certifies that someone attended training and passed an exam. CSE assesses what someone already knows and does, regardless of whether they have been trained. Those are different claims.
Ines
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One says "I learned this", the other "I demonstrate this".
Miles Goldstein
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Cool! :)
Ines
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I think so! 😄
Ines
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The current assessments cover practitioner-level competencies from IC through team lead. I'd be curious to hear what you'd want as assessment like this to tell you, because I am in the midst of developing that senior management track.
Miles Goldstein
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For all levels I would say one of the top competencies is diagnostic skills. Perhaps present a problem (technical or not) with some facts (and maybe some red herrings) and see their thought process as they attempt to resolve it. It could be something like "The Two Doors Puzzle" (though too many people probably already know the answer). If possible, also something testing how they address incomplete information - do they extrapolate from what is known, ask for more info, or make assumptions based on x% of the info? For Leads and above, somehow check their communication skills. As with above, how do they handle missing info or ambiguity? How do they address downward conflict with staff, cross-functional conflict with peers, and upward conflict with senior management? What is their planning time horizon (weeks, quarters, years...)? For more senior management, how well do they express "Vision"? How well do they delegate? What is their leadership style (title authority vs collaborative vs mentorship vs ...)? - Do people follow out of fear, respect, obligation, or curiosity? I'm sure there are more, and I hope others on this forum jump in. Good luck!!