7 Trainable Soft Skills for Outstanding Agents

It’s Saturday morning, and your customer has an issue. They pick up the remote—er, phone—and dial the number to your support line, expecting instant gratification. There’s only one problem: Your customer might not get connected with the agent they expect. Will they be a knowledgeable one? Will they be understanding and empathetic? Or will they …

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The Inner Circle Guide to Agent Engagement & Empowerment

Engagement is about giving agents the environment, culture and systems to reach their potential, encouraging them to care about their customers and ultimately, the aims of the organisation in which they work. Empowerment implies trust in these agents, and an acceptance that some of the tight control that has been a feature of traditional contact …

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IDC predicts two of the most important IT developments will be as-a-service products and processes and tech-by-wire

The firm’s FutureScape report for 2023 cites continued skills shortages, more tech supply chain woes, and a need for trust in automation among its list of top 10 IT predictions.

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