What are the most critical soft skills for agents to get right? And how do you coach them?
Whether you work in sales, customer service, or collections, agents must present strong emotional intelligence skills to make the most of each conversation and achieve their desired outcomes. Skills like empathy, active listening, establishing rapport, and more turn prospects into customers and customers into life-long champions.
In this master class, you’ll learn how to identify and coach on the soft skills that will add the most value to your bottom line.
Watch now to uncover the most integral soft skills in your field and learn invaluable coaching tactics to get your agents to use them on every call.
Grab my special 9-Steps to Coaching Agents here.
Learn more about Balto’s Real-Time Index.
Managing to Eliminate Unacceptable Employee Performance is the only training of its kind that not only prepares leaders to walk into performance discussions with a solid 3-step plan, validate employees’ feelings, and nip problems in the bud using a 6-step framework, but also how to reel excuse-makers back in and feel more confident in discussions.