Janna Pugh

Working in a contact center is uniquely challenging. From resolving billing issues to calming down frustrated customers, the job requires more than just a friendly voice on the other end of the line. Your success in this field depends on one thing: excellent customer service skills. But what are customer service skills, exactly? And how can you improve yours to stand out?

Customer service skills are the heart and soul of a contact center. When done well, these skills can transform everyday interactions into joyful experiences that make customers feel valued, heard, and satisfied. The quality of service doesn’t just depend on solving a problem quickly – it’s about how an agent makes a customer feel during and after the interaction. For contact center agents looking to step up their customer service game, honing these skills is essential.