Recap: Have your Agents Been Trained to Listen?

Soft skills training for agents is overlooked far too often by contact center organizations, especially in the fundamental art of listening to the customers.

Today, CSRs are expected to be knowledge workers as well as facile communicators. Attention to soft skills training contributes to company goals, client retention, revenue, and positive branding.

A soft skills training curriculum includes lessons in listening, tone, conversation, dialect, research, and documentation. Content and soft skills training, when combined, encompass the full arsenal of knowledge to resolve client issues.

In this Commentary by Sara-Ann Bermont, the customer experience provided by agents is broken down into specific points of improvement. To read the full article, click here.