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"Agent Experience Management: Developing Multifaceted Skills for Contact Center Excellence"

Strategies for developing the multifaceted skills today’s contact center agents need!

Contact centers are pivotal in shaping customer experiences and driving business outcomes. As the primary interface between organizations and their customers, contact center agents are the unsung heroes, handling interactions that range from routine inquiries to complex problem-solving. To navigate this ever-evolving landscape effectively, contact center agents require diverse skills beyond traditional customer service competencies.

They must possess a combination of the following skills:

• Problem-solving
• Empathy E
• Effective communication
• Product knowledge
• Adaptability
• Multitasking

So, how can you best equip your agents to succeed in their current responsibilities while prioritizing upskilling opportunities?

This ebook delves into agent experience management (AEM) and explores strategies for developing the multifaceted skills today’s contact center agents need.

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