{"id":2209,"date":"2024-05-07T14:35:58","date_gmt":"2024-05-07T14:35:58","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2209"},"modified":"2026-02-19T14:59:24","modified_gmt":"2026-02-19T14:59:24","slug":"customer-service-soft-skills","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/customer-service-soft-skills\/","title":{"rendered":"These Customer Service Soft Skills are the Core of the Contact Center"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>These Customer Service Soft Skills are the Core of the Contact Center<\/h1>\n                <div class=\"publish-date\">Published: May 7th 2024<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;color:#0c2943;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p data-pm-slice=\"1 1 []\">In our previous blog, <a href=\"\/en-gb\/content-guru\/resources\/blogs\/supporting-vulnerable-customers\" target=\"_self\" rel=\"noopener noreferrer nofollow\">we discussed the importance of supporting vulnerable customers<\/a>. But supporting vulnerable customers depends on more than just your tech stack. Soft skills matter, and providing agents with the right training is the first step toward creating outstanding experiences for every customer, every time they get in contact.<\/p>\n<p>So which soft skills should your contact center be prioritizing?<\/p>\n<ul class=\"rt-bullet-list\">\n<li>Communication \u2013 This seems obvious, but there are elements of subtlety to the mastery of communication. Speaking clearly, tailoring your communication style to the needs of your customer, balancing empathy with compliance obligations; all this can take a lifetime to master.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Active listening \u2013 Even more important than speaking, is listening. Every customer articulates needs differently; understanding their request, then understanding the need <em>behind<\/em> the request takes a high degree of skill. A customer might be requesting to withdraw funds from their account, but this could be the result of a scam.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li>Technical skills \u2013 The modern contact center is a digital enterprise. New technologies come and go, and one of the most valuable skills for an agent is the ability to rapidly learn and adapt to new solutions and interfaces.<\/li>\n<\/ul>\n<p>Cultivating these skills is guaranteed to lead to outstanding Customer Experience (CX). The benefits will be felt by your agents, too; the better you are at your job, the more likely you are to enjoy it.<\/p>\n<p>Before we go on, accessibility is only one aspect of the Agent Experience (AX). To learn about the biggest trends in agent experience, <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/how-generative-ai-will-revolutionize-agent-experience\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download Content Guru\u2019s whitepaper: <strong>From AI to AX: How Generative AI will Revolutionize Agent Experience.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Communication \u2013 The Foundation Customer Service Soft Skill<\/h2>\n<p>The contact center is a communications hub. That\u2019s the entire reason for its existence, so you\u2019d think that communications skills would come first; but that\u2019s not always the case.<\/p>\n<p><a href=\"https:\/\/aoninsights.com.au\/ending-the-churn-reducing-staff-turnover-in-call-centres\/#continue\" rel=\"noopener noreferrer nofollow\">45% of contact center agents will leave their job. 56% will leave the industry altogether<\/a>. When churn levels are high, a good proportion of your agents won\u2019t have had experience in a contact center role before, so providing them with the requisite basic communications skills is a must. There\u2019s nothing more demoralizing than having to listen to an untrained agent read off a script. Customers don\u2019t want robots; they want advocates who can solve their problems.<\/p>\n<p>So what do top-tier communications skills look like?<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Empathy<\/strong> \u2013 The most skilled agents will establish an emotional connection with the customer almost as soon as the interaction begins. Simple statements like, \u2018I\u2019m sorry to hear that\u2019, or \u2018that must be frustrating!\u2019 convince the customer that the agent is on their side. From there, it\u2019s onwards and upwards. Emotional authenticity is an essential aspect of building a bond with the customer.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Clarity<\/strong> \u2013 One of the agent\u2019s primary functions is to explain processes. Whether that\u2019s helping a customer through a payment or self-service journey, or explaining why something has gone wrong behind the scenes. The ability to comprehend and explain technical processes is a must-have.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Adaptability <\/strong>\u2013 Not everyone understands problems in the same way. Different generations, for instance, will have vastly different frames of reference for technical problems. The high-performing agent will be able to adapt their communications style to the needs of different customers, tailoring their explanations to ensure that the information is understood properly, every time.<\/li>\n<\/ul>\n<p>Communication is unavoidable in the contact center, so your agents need to get good, fast. One way to achieve that is through <strong>active listening<\/strong>.<\/p>\n<h2>Active Listening \u2013 Taking Customer Service Soft Skills Further<\/h2>\n<p>Before you can deliver an outstanding Customer Experience, you need to understand the challenges that the customer is facing. This sounds easy (how hard can it be to shut up and listen?) but in reality, a number of acute challenges stand in the way:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Every problem is different<\/strong> \u2013 Here\u2019s a common misconception; the customer\u2019s problem <em>isn\u2019t<\/em> the problem, the customer <em>themselves<\/em> is the problem. Essentially this means that the agent isn\u2019t simply trying to resolve an issue brought to them by the customer, they\u2019re trying to <strong>deliver an outstanding experience to the customer<\/strong>.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Don\u2019t work by rote<\/strong> \u2013 The implication of this point is that, even if a customer has the very same problem as a hundred other customers, their circumstances are still unique. Don\u2019t rattle off the same wrote solution you\u2019ve rattled off to every customer before; take the time to understand a customer\u2019s circumstance and <em>relate the solution to that circumstance. <\/em>This will show the customer that you care. Preserving empathy across hundreds of similar interactions takes skill.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Don\u2019t rush things<\/strong> \u2013 Agents are under constant pressure to move quickly; that\u2019s what produces tactics like wrote repetition, and leads to rushed interactions. But the greatest CX moments happen when the agent is allowed to take their time. Trying to rush through an interaction is just going to lead to the customer calling back with the same problem at a later date.<\/li>\n<\/ul>\n<p>Active listening allows the agent to adapt their communication style to the circumstances of a specific customer. Flexibility, then, is what separates good from great in the CX space. And that means more than just flexibility with customers; it also means technical flexibility.<\/p>\n<h2><\/h2>\n<h2><\/h2>\n<h2>Technical Flexibility \u2013 The Foundation of Customer Service Soft Skills<\/h2>\n<p>The modern contact center is built around the technical solution it leverages. This is the beating heart of the system, enabling outstanding Customer Experience. It makes sense then, that mastering this system is the key to creating next-level CX. That\u2019s just as important for individual agents as it is for supervisors:<\/p>\n<ul class=\"rt-bullet-list\">\n<li><strong>Technical adaptability<\/strong> \u2013 No matter the role, being tech-savvy is absolutely essential. The ability to master a complex system quickly, and to use it efficiently, can save hours of time every day. This comes down to things as simple as the ability to touch type \u2013 every additional skill means time and value saved.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>The Single Agent Interface<\/strong> \u2013 With that said, you shouldn\u2019t force your agents to wrestle with a deliberately complex system for no reason. (You shouldn\u2019t need to master Microsoft Excel to deliver outstanding customer service!) It\u2019s up to your organization to provide agents with intuitive, accessible tools.<\/li>\n<\/ul>\n<ul class=\"rt-bullet-list\">\n<li><strong>Accessible training<\/strong> \u2013 No one learns in a vacuum. Contact centers need to provide their agents with comprehensive training and access to complete knowledge resources if they expect them to perform at a high level.<\/li>\n<\/ul>\n<p>Providing proper training resources is the first step to cultivating these soft-skills in agents. If you\u2019re not helping your agents learn best practice, you can\u2019t be surprised when they perform at less-than-their-best. The skills your agents develop depend on you.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2 data-pm-slice=\"1 1 []\">Customer Service Skills Training with storm<span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span><\/h2>\n<p>&nbsp;<\/p>\n<p>Content Guru\u2019s <strong>storm<\/strong><span title=\"superscript\" data-mark-styled-class=\"superscript\"><sub>\u00ae<\/sub><\/span> cloud contact center solution provides a host of different resources to support customer service skills training. <strong>storm<\/strong> UNIVERSITY\u2122 is Content Guru\u2019s comprehensive training resource, providing your agents with everything they need to master both the technical and human aspects of their role.<\/p>\n<p><strong>storm<\/strong> CKS:KNOWLEDGE MANAGEMENT\u2122 allows knowledge articles to be presented within the agent interface in the form of screen-pops, providing instant access to the information they need to resolve customer inquiries.<\/p>\n<p>Finally, <strong>storm<\/strong> QM\u2122 provides you with a complete set of recording and Quality Management tools. Drill down into individual agent performance, to gain a complete picture of the your agent skillsets.<\/p>\n<p><strong>storm<\/strong>\u2019s intuitive and accessible interface make it a first choice when working to improve Agent Experience. To learn more about the ways Content Guru boosts AX, <a href=\"\/en-gb\/content-guru\/resources\/whitepapers\/how-generative-ai-will-revolutionize-agent-experience\" target=\"_self\" rel=\"noopener noreferrer nofollow\">download Content Guru\u2019s whitepaper: <strong>From AI to AX: How Generative AI will Revolutionize Agent Experience.<\/strong><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Soft skills matter, and providing agents with the right training is the first step toward creating outstanding experiences for every customer, every time they get in contact.<\/p>\n","protected":false},"featured_media":5207,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[38],"resource_type":[5],"resource_folder":[72],"class_list":["post-2209","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_topic-csat-improvements","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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