Transform Your Contact Center Coaching Programs to Improve KPI's and Deliver Better CX!

Sponsored by Observe.AI

Despite rapid growth across a number of customer service channels - live chat, chatbots, email, and social media being the most prominent - phone is still the most used (48%) and most preferred (80%) method for resolving queries. That’s because at the end of the day, if you want to get help, you call in.  Soft skills are traits that enable agents to relate to and connect with customers. They’re made up of a variety of intangible characteristics and attributes, and are critical to driving a positive agent and customer experience.  

While hard skills, things like technical proficiency and product knowledge for example, vary from industry to industry, soft skills are universal across all industries.  At the end of the day, providing a quality CX is about establishing and building a relationship with the customer.  Download now to learn more!