7 Trainable Soft Skills for Outstanding Agents

It’s Saturday morning, and your customer has an issue. They pick up the 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 seem disconnected or uncaring? Either way, the customer-agent interaction has the power to be memorable—for better or worse.