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