Customer emotions Customer Service First call resolution Scripts 
Fonolo
SEPTEMBER 30, 2022
Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. This is key if you want to deliver an exceptional customer experience.
Balto
NOVEMBER 28, 2023
Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Not to mention, customer surveys tend to be skewed.
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