7 Trainable Soft Skills for Outstanding Agents

7 Trainable Soft Skills for Outstanding Agents

NICE
Published by: Research Desk Released: Apr 25, 2022

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