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PHOTO:
Reynier Carl
Call-center employees have rightfully been heralded as the superheroes of customer experience, working away from the spotlight and rarely receiving the recognition they deserve. As the first human point of contact many customers will have, call center employees must balance a number of skills to bring each contact to a successful resolution. 
While experts agree empathy is one of those key skills, they identified five other skills as essential for customer representatives to be effective.
1. Aptitude for Communications 
“Contact center agents are the face of the organization,” said Odette de Beer, co-founder of Amplify Business Coaching. Therefore, well-rounded communications skills are a must for agents, including: ....

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