Mini-guide: 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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Agent training that sticks
Soft skills are critical for contact center agents, but they don’t always come naturally. CXone’s latest mini-guide reveals how to train agents in a meaningful way—all modeled by your favorite cartoon characters.
Soft skills are critical for contact center agents, but they don’t always come naturally. CXone’s latest mini-guide reveals how to train agents in a meaningful way—all modeled by your favorite cartoon characters.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s.
Webinar Demo Preview
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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