Redefining Success - The Impact of Soft Skills and AI on Contact Center Performance

NICE

Empower agents to give A+ experiences with AI

When agents show soft skills like empathy, effective communication, and problem-solving, customers feel valued and are more likely to stay loyal to the brand. This survey report of 400 contact center leaders in the United States and the UK gives you the statistics you need to demonstrate the essential role of soft skills in boosting customer satisfaction, and how AI can help you do it.

In this benchmark survey report, get answers to critical questions about:

• Selection methods of interactions for evaluation
• Agent assessment and coaching metrics in use
• The top challenges of effective quality management
• The impact of agents’ soft skills on overall customer satisfaction

Uplevel agent skills for outstanding customer experiences and long-term loyalty.