10 Must-Have Contact Center Skills For Agents In 2024
Search Customer Experience, Monday, August 12th, 2024
Contact center agents must have a wide range of interpersonal and technological skills to interact with customers and resolve their issues in a timely and empathetic manner.
Contact centers have evolved significantly during the past few years, requiring contact center agents' skills to keep up. To deal with new forms of communication, hiring managers must ensure contact center agents have more than verbal communication and people skills. Writing and reading comprehension skills for email, chat and social media are growing in importance as are the use of body language and visual observation skills for video chat.