Council presses HR on customer service, secret shoppers and AI training tools
Council members asked HR about secret-shoppers, mandatory customer-service training for people-facing employees and HR's use of AI-driven training tools. Council approved a motion to require annual customer-service training for people-facing staff; HR described use of SkillGym and plans for an LMS rollout.
The full story
Council members raised multiple questions on March 21 about how the city measures and improves customer-facing interactions, and whether training can be made mandatory for people-facing employees.
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