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Empower agents to provide A+ experiences
In today’s competitive economy, exceptional customer experiences propel companies ahead. And to provide outstanding customer service, companies must understand and develop the soft skills of their contact center agents. Why? Because when agents show soft skills like empathy, effective communication, and problem-solving, customers feel valued and are more likely to stay loyal to the brand.
But measuring soft skills is tricky, and many businesses avoid it altogether. A staggering 94% of respondents to this NICE survey believe that agent soft skills impact overall customer satisfaction, but 59% of companies fail to measure them. By using AI, soft skill assessments can be objective and comprehensive—giving contact center leaders insights to coach agents effectively.
In this benchmark survey report, get answers to critical questions about:
But measuring soft skills is tricky, and many businesses avoid it altogether. A staggering 94% of respondents to this NICE survey believe that agent soft skills impact overall customer satisfaction, but 59% of companies fail to measure them. By using AI, soft skill assessments can be objective and comprehensive—giving contact center leaders insights to coach agents effectively.
In this benchmark survey report, get answers to critical questions about:
- Selection methods of interactions for evaluation
- Agent assessment and coaching metrics in use
- The top challenges of effective quality management
- The impact of agents’ soft skills on overall customer satisfaction
- AI’s potential to revolutionize agent performance evaluations
