Today, soft skills, time management and problem-solving, are critical. Now, soft skills certification can be a difference-maker for many organizations.
What makes soft skills so hard to master? For contact center managers and supervisors, teaching adults in the workplace to relate more effectively and consistently to their customers and colleagues can feel like herding cats. Of course, it just feels that way -- soft skills can be learned, reinforced, and continually refined. As customer service experts, the development of soft skills is central to our ability to consistently meet our client’s service levels. That is why soft skills training is emphasized at GCS. Today we’re going to look into why soft skills training can be so challenging, and offer some practical advice for managers on how to train your trainers and staff.
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We've all had to deal with difficult people at some point. Difficult people can present a unique problem when they are your employees and it is your job to manage them.
The most important technology in your call center isn’t hardware or software. It’s your people. As the originators of technology, we human beings demonstrate thousands of years of development, invention and progress in uncountable ways every day. Despite the widespread belief that we humans despise change, we learn and adapt without really noticing it. We are constantly adjusting to new demands and circumstances as they emerge.
When you think of what makes a great customer service agent, what are the first traits that come to mind? It probably isn’t efficiency – that’s just a function of the work. Evaluating your call center representatives on whether they can answer the phone would be like rating doctors on whether they can treat you. Of course, they can. That’s their job. Like doctors, the way contact center people differ is in the WAY they do their jobs. The good ones have soft skills.