How to Coach the Five Most Underutilized Soft Skills in Contact Centers

call center training contact center coaching soft skills training

What are the most critical soft skills for agents to get right? And how do you coach them?

Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve their desired outcomes. Skills like empathy, active listening, establishing rapport, and more turn prospects into customers and customers into life-long champions.

In this master class, you’ll learn how to identify and coach on the soft skills that will add the most value to your bottom line. 

Watch now to uncover the most integral soft skills in your field and learn invaluable coaching tactics to get your agents to use them on every call.

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Here are some resources to help you coach contact center agents to deliver the best possible customer experience.



Grab my special 9-Steps to Coaching Agents here.

Check out my Coaching School!  The most comprehensive training for preparing for performance conversations, validating employees, reeling in excuse-makers, ensuring you're fair and consistent, and nipping unacceptable performance in the bud.

Learn more about Balto’s Real-Time Index. 

Check Out Our Most Popular Training - De-escalation Academy!

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