86% of Contact Centres Crave Empathy and Rapport Building Skills

According to our poll, empathy and product knowledge are the most sought-after skills in the contact centre industry.

Poll – “What skills are we looking for in our agents?” – answers

Product Knowledge – 78%
Friendliness – 58%
Empathy/ Rapport Building – 86%
Spelling and Grammar – 22%
Speed – 42%

Source: Call Centre Helper Webinar – Making Customers Lives Easier     Sample size – 84     Date: October 2015