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Articles - Soft Skills

Browse our selection of insights on developing soft skills for contact centre agents, including information on communication, empathy, and problem-solving.

Call centre workers in an office

What Will Agent Roles Look Like in 2035?

Angry person shouting down phone

How to Deal With Angry Customers

Critical thinking skills - reasoning, problem solving, evaluating, decision making, analyzing on colorful background

How to Improve Your Agents’ Critical Thinking Skills

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Reassurance Statements for Customer service

Reassurance Statements in Customer Service – With Examples

Soft skills concept. With soft skills written on Memo with a laptop.

What Are Soft Skills?

A picture of an anxious person staring at their phone

Top Tips for Dealing With Anxious Customers

ABC always be closing

What Is the ABC Approach?

Words bad news surrounded by paper balls

How to Deliver Bad News in Customer Service

Compliment Words Customer Service - wordcloud

100 Complimentary Words and Phrases to Use in Customer Service

Video Image: Examples of Tone of Voice in Action

Examples of Tone of Voice in Action

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Storm clouds over sun and field- de-escalation concept

The Best De-Escalation Techniques

Close up of microphone - voice concept

How to Utilize Tone of Voice in the Contact Centre

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Barriers between people

The 6 Barriers to Good Customer Service

Soft Skills Gaps are More Important for Regular Training and Coaching

Soft Skills Gaps Are More Important for Regular Training and Coaching

person in a call centre headset with post it notes that have question marks on

15 Clarifying Questions For Customer Service

Person not accepting no on phone

How to Deal With Customers Who Don’t Take No for an Answer

Close up hand holds paper card with text vocabulary.

The Definitive Guide to Improving Agents’ Customer Service Vocabulary

10 Customer Service Behaviours for Contact Centre Agents

10 Customer Service Behaviours Every Contact Centre Agent Should Have

Tips for Emotional Intelligence

15 Tips for Building Emotional Intelligence in Customer Service

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

How to Coach Empathy in the Contact Centre – With Three Training Exercises