86% of Contact Centres Crave Empathy and Rapport Building Skills Related Articles Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Empathy Statements for Customer Service With Examples An Action Plan for Customer Empathy Rapport Building With Angry Customers – With Examples 762 Filed under - Contact Centre Research, Empathy, Polls, Rapport 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 Author: Megan Jones Published On: 10th Feb 2016 - Last modified: 26th Oct 2021 Read more about - Contact Centre Research, Empathy, Polls, Rapport Recommended Articles Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Empathy Statements for Customer Service With Examples An Action Plan for Customer Empathy Rapport Building With Angry Customers – With Examples Related Reports Guide: Creating a Culture of Compassion in Retail Contact Centers 1 Comment Thank you for sharing this useful insight Anthony Thomson 15 Feb at 21:40 Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter