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
Reviewed by: Robyn Coppell
Published On: 10th Feb 2016 - Last modified: 19th Jan 2026
Read more about - Contact Centre Research, Empathy, Rapport, Research
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