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7 trainable soft skills for outstanding agents

Published by: NICE

The average contact centre manager spends 35% of their time looking for coaching opportunities, but only around 7% of their time actually coaching. This has large-scale ramifications on the coach, agent, and customer. But it also means coaches are spinning their wheels for a one-size-fits-all solution.
Call centre agents are unique—and so are their strengths and weaknesses. Some may have natural empathy and relate immediately to their customers, while others have to work at it. Some may be team players, entirely aligned with your organization's goals and values. Others may not be.
Read the guide to learn how to train soft skills like:

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Lang: ENG
Type: Whitepaper Length: 19 pages

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