lesson 1

Is this expected from contact center agent ? Excellent customer service skills

• Yes

• No

Is this expected from contact center agent ? Proficient multi-tasking abilities

• Yes

• No

Is this expected from contact center agent ? Poor problem-solving skills

• Yes

• No

Is this expected from contact center agent ? Positive attitude

• Yes

• No

Is this expected from contact center agent ? Lack of professionalism

• Yes

• No

Is this expected from contact center agent ? Active listening

• Yes

• No

Is this expected from contact center agent ? Lack of accountability

• Yes

• No

Is this expected from contact center agent ? Delays in providing customer support

• Yes

• No

Is this expected from contact center agent ? Quickly adjust to different customer needs

• Yes

• No

Refer to areas where an individual can improve their skills, knowledge, or abilities to enhance their performance and achieve their personal and professional goals

• Development needs

• Empathy

• Customer satisfaction