From the calming patience to handle frustrated customers day after day, to the assertive efficiency to confidently answer difficult customer questions, the ideal contact center agent has always been a unique blend of contrasting qualities. But as simple call centers have grown into modern multi-channel contact centers, agents face broader and more complex responsibilities on a daily basis. Many of the same qualities that have always defined the most successful agents remain critical today. But the ideal agent of tomorrow brings a synergistic, often contrasting blend of skills to handle rapidly evolving, dynamic demands.
Download the datasheet to learn the 8 contrasting qualities agents need to meet evolving demands.