Overview
The average contact center manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time actually coaching. This has large-scale ramifications on the coach, agent, and customer. But it also means coaches are spinning their wheels for a one-size-fits-all solution.
That doesn’t exist.
Call center agents are unique—and so are their strengths and weaknesses. Some may have natural empathy and relate immediately to their customers, while others have to work at it. Some may be team players, entirely aligned with your organization’s goals and values. Others may not be.
The good news is that those are soft skills that can be developed, and a lot faster than you’d think. Read the guide to learn how to train soft skills like:
- Resourcefulness for agents to find the right answers fast and efficiently
- Active listening for the day-dreamer agent to stay focused on the customer
- Patience for short-tempered agents in high-tension interactions
Start equipping your agents like never before.
The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call center agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.