I had my first interaction with a customer service agent at an early age. Like many, it was in person, at a store. Do you remember yours? How much has

How (and Why) to Upskill and Reskill Your Agents

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2024-12-03 17:00:02

I had my first interaction with a customer service agent at an early age. Like many, it was in person, at a store. Do you remember yours? How much has the work of customer service changed since then?

The truth is that our industry is changing at an ever-increasing pace. Our agents’ interpersonal skills—such as empathy and active listening—remain the same. So does our goal of helping our customers. But otherwise, the contact center of today has little in common with the call center of yesterday. Skills that were vital just a few years ago aren’t the right ones today.

How can we keep up with these changes? Agent upskilling and reskilling is a simple and effective way to do so. Let’s take a closer look at what they are, why they are so important, and how to upskill and reskill your agents.

Have you ever learned a new skill or taken time to improve an existing one, so that you could advance in your job, take on a new role, or change to different field? If so, you’ve taken part in upskilling and reskilling. It’s all about staying relevant and competitive, and an expert at what you do.

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