(08-11-2025, 09:32 AM)EdlaGar Wrote: Hey folks, I’m running a call center for a travel agency, and we’re trying to figure out what skills our agents absolutely need. We’ve had issues where customers feel rushed or misunderstood, so I’m thinking empathy and tech skills are key. What do you think every agent should master? And how do you train them to nail those skills without overwhelming them?
Empathy is huge in calls! I work at a health service call center, and we focus a lot on teaching agents to really listen and stay calm. We train with role-plays and live call reviews to build those skills. I found some solid advice on https://uteach.io/articles/call-center-training about blending soft skills like empathy with tech know-how. It’s helped our team connect better with customers. What skills are you prioritizing?