7 Trainable Soft Skills for Outstanding Agents

These aren’t just skills; they’re opportunities.
No two contact center agents are the same. And neither are the soft skills they might need to develop. The good news? Behaviors, business alignment, and resourcefulness are all part of a skillset that can quickly be ingrained in every type of agent, leading to higher engagement, better customer experience, and improved KPIs.
This mini-guide emulates your favorite cartoon characters to:
Emphasize empathy and build rapport with customers Use knowledge management to improve resourcefulness Highlight the importance of being a team player Improve the effectiveness of performance reviews Increase transparency in the contact center

















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