Hard Skills
IntermediatePerformance ManagementThe process of monitoring and evaluating agent metrics such as Average Handle Time (AHT) and Customer Satisfaction (CSAT) to provide feedback and improve service quality.
IntermediateRecruitment and SelectionIdentifying staffing needs, conducting interviews, and selecting candidates who possess the necessary skills and cultural fit for the contact centre.
AdvancedWorkforce SchedulingCreating and managing agent shifts to ensure adequate coverage based on predicted call volumes and historical data.
Soft Skills
AdvancedConflict ResolutionMediating disputes between team members or between agents and customers to maintain a positive and productive work environment.
AdvancedCoaching and MentoringProviding ongoing guidance, support, and professional training to agents to help them achieve individual goals and career progression.