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

Author: Megan Jones

Published On: 10th Feb 2016 - Last modified: 26th Oct 2021
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1 Comment
  • Thank you for sharing this useful insight

    Anthony Thomson 15 Feb at 21:40