Got Skills? 4 Must Haves for Contact Center Agents
Contact center agents are spending more time helping customers with complex issues. This means businesses are looking for agents with a new set of skills
McKinsey & Company found that 94% of customer care executives believe they will “need to hire new agents or train existing agents in new skills.”
Everyday new tools enter the market that allow customers to solve certain customer service issues on their own. Because of this the role of the contact center agent is changing. Now agents are spending more time helping customers with complex issues. These issues are not as cut and dry as the issues dealt with in the past, meaning they need a new set of skills. Is your business looking for new contact center agents? If so then read on.
PAM BEDNARCZYK shares 4 skills you need to include on your job description in her blog found on Shoretel.
Who Should Read This Article
Contact center managers and CIOs want to learn what skills to look for when finding new agents. Contact center agents may also benefit from this article as they can learn what skills they may need to work on to effectively do their job.
What You Will Learn
Readers will receive and in-depth look at the 4 skills contact center agents must have to succeed in the new communication landscape. These 4 skills include:
- Good customer engagement skills.
- Service and sales skills. It is no longer one or the other.
- The ability to problem solve.
- In-depth technological knowledge.
As companies move to new tools that allow customers to solve their own problems, contact center agents need to develop a new set of skills to effectively do their job.