Modern consumers expect to feel heard and understood by customer service agents. The ability for agents to demonstrate “soft skills” is as important as their ability to cultivate “hard skills,” such as compliance, call flow, and call length. This trend is elevating the contact centre role in influencing brand perception. And it’s transforming the way contact centres recruit, train, and monitor their agents.

In this infographic, you’ll discover the top agent behaviors shaping customer experience today—and why they matter.

Download the infographic now to learn which agent soft skills will make or break the customer experience.