{"id":32338,"date":"2025-12-22T17:43:54","date_gmt":"2025-12-22T16:43:54","guid":{"rendered":"https:\/\/www.digicontacts.net\/how-can-we-ensure-that-call-center-agents-develop-their-skills\/"},"modified":"2025-12-23T16:24:10","modified_gmt":"2025-12-23T15:24:10","slug":"how-can-we-ensure-that-call-center-agents-develop-their-skills","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/how-can-we-ensure-that-call-center-agents-develop-their-skills\/","title":{"rendered":"How can we ensure that call center agents develop their skills?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"32338\" class=\"elementor elementor-32338 elementor-32326\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a7cc5de e-flex e-con-boxed e-con e-parent\" data-id=\"2a7cc5de\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3fb28375 elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"3fb28375\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;Aucun titre n\\u2019a \\u00e9t\\u00e9 trouv\\u00e9 sur cette page.&quot;,&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;},&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\tContents\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__3fb28375\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-down\"><\/i><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__3fb28375\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-up\"><\/i><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__3fb28375\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-767aa184 e-flex e-con-boxed e-con e-parent\" data-id=\"767aa184\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2876f97a elementor-widget elementor-widget-text-editor\" data-id=\"2876f97a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"272\" data-end=\"799\" data-pasted=\"true\"><strong>Up-skilling agents<\/strong> is now a key challenge for all <strong>call centers<\/strong>, whatever their size or sector. Faced with better-informed, more demanding and less loyal customers, performance is no longer based solely on volume handled or telephone <strong class=\"custom-bold\">processing time<\/strong>. It now depends directly on agents&#8217; skills, their ability to understand contexts, adjust their posture and <strong class=\"custom-bold\">offer a<\/strong> high value-added <strong class=\"custom-bold\">customer experience<\/strong>.  <\/p><p data-start=\"801\" data-end=\"1402\">This upskilling of agents takes place in an environment profoundly transformed by the digitization of customer journeys, the multiplication of channels and the rise of intelligent technologies. Employees are no longer limited to carrying out tasks: they work with decision-support tools, automated processes and platforms capable of exploiting data to guide choices. In this context, agents&#8217; skills development becomes a direct lever for improving performance, <strong class=\"custom-bold\">customer satisfaction<\/strong> and <strong class=\"custom-bold\">customer loyalty<\/strong>.  <\/p><p data-start=\"1404\" data-end=\"1977\">Developing the skills of our employees is not just a one-off event. It requires a continuous approach, capable of identifying concrete needs, exploiting information from <strong class=\"custom-bold\">workflows<\/strong>, and supporting each individual over the long term. The most effective call centers are those that invest sustainably in the skills development of their agents, through <strong class=\"custom-bold\">professional<\/strong>, human and operational <strong class=\"custom-bold\">development<\/strong>, while mobilizing intelligent resources to enhance the<strong class=\"custom-bold\">effectiveness of training<\/strong>.  <\/p><p data-start=\"1979\" data-end=\"2181\">Understanding how to sustainably <strong>upgrade agents&#8217; skills<\/strong> is therefore a strategic decision, central to the current performance and <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/contact-center\/\">future success of call centers<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64a0f346 elementor-widget elementor-widget-heading\" data-id=\"64a0f346\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why upgrading skills has become a critical issue for call centers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a17d734 elementor-widget elementor-widget-text-editor\" data-id=\"1a17d734\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"193\" data-end=\"471\" data-pasted=\"true\"><strong>Increasing the skills of call<\/strong> center agents is now a central concern. The historically productivist model, focused on volumes and processing times, is reaching its limits in the face of the rapid transformation of <strong class=\"custom-bold\">customer service<\/strong>. <\/p><h3 data-start=\"473\" data-end=\"539\">Higher and more demanding customer expectations<\/h3><p data-start=\"540\" data-end=\"635\">Customers no longer expect just a quick turnaround. They are now looking for : <\/p><ul data-start=\"637\" data-end=\"823\"><li data-start=\"637\" data-end=\"684\"><p data-start=\"639\" data-end=\"684\">An immediate <strong>understanding of<\/strong> their needs.<\/p><\/li><li data-start=\"685\" data-end=\"754\"><p data-start=\"687\" data-end=\"754\">A <strong>coherent, personalized response<\/strong> across all channels.<\/p><\/li><li data-start=\"755\" data-end=\"823\"><p data-start=\"757\" data-end=\"823\">An <strong>appropriate attitude<\/strong>, even in sensitive contexts.<\/p><\/li><\/ul><p data-start=\"825\" data-end=\"941\">This requirement places the call center agent&#8217;s interpersonal skills and discernment at the heart of the experience offered.<\/p><h3 data-start=\"943\" data-end=\"989\">More difficult to control<\/h3><p data-start=\"990\" data-end=\"1319\">The multiplication of channels, hybrid requests (assistance, sales, support) and massive access to digital resources make every conversation more complex. Call center agents have to interpret a live situation, rely on the right systems and adjust their discourse, often under severe operational constraints. <\/p><h3 data-start=\"1321\" data-end=\"1368\">Increased pressure on organizations<\/h3><p data-start=\"1369\" data-end=\"1605\">Variations in volumes, mental fatigue, <strong class=\"custom-bold\">stress management<\/strong> and high staff turnover are making structures more fragile. Without organized skills upgrading, the cognitive load intensifies and the quality of <strong class=\"custom-bold\">customer service<\/strong> declines. <\/p><h3 data-start=\"1607\" data-end=\"1649\">A direct link to overall success<\/h3><p data-start=\"1650\" data-end=\"1692\">A well-prepared <strong class=\"custom-bold\">center agent<\/strong> promotes :<\/p><ul data-start=\"1694\" data-end=\"1842\"><li data-start=\"1694\" data-end=\"1739\"><p data-start=\"1696\" data-end=\"1739\">Higher customer <strong>satisfaction<\/strong>.<\/p><\/li><li data-start=\"1740\" data-end=\"1791\"><p data-start=\"1742\" data-end=\"1791\">Increased ability to <strong>solve problems<\/strong>.<\/p><\/li><li data-start=\"1792\" data-end=\"1842\"><p data-start=\"1794\" data-end=\"1842\">Long-term customer <strong>loyalty<\/strong>.<\/p><\/li><\/ul><p data-start=\"1844\" data-end=\"2047\">For small and medium-sized businesses, the stakes are even higher: every call handler counts, and every exchange has a direct impact on <strong class=\"custom-bold\">customer relations<\/strong> and business continuity.<\/p><p data-start=\"1844\" data-end=\"2047\"><em><strong>\ud83d\udca1 Discover our article on the 6 essential steps to <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-to-set-up-and-improve-call-center-management\/\">improving call center management<\/a>!<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4baaef1 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"4baaef1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-71fc25e9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"71fc25e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-454cfa5a e-flex e-con-boxed e-con e-parent\" data-id=\"454cfa5a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1d951e55 elementor-widget elementor-widget-heading\" data-id=\"1d951e55\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What skills are really essential for a call center agent today?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3242089f elementor-widget elementor-widget-text-editor\" data-id=\"3242089f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Developing agents&#8217; skills can no longer be limited to a standard list of expected qualities. In a <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/virtual-call-center-how-it-works-and-its-benefits\/\">call center, whether physical or virtual<\/a>, the skills required revolve around three complementary pillars: human, operational and digital. It&#8217;s the combination of these skills that determines the quality of <strong class=\"custom-bold\">customer service<\/strong> and lasting efficiency.  <\/p><h3>People and interpersonal skills<\/h3><p>These skills still form the basis of the profession, provided they are applied in a concrete and measurable way.<\/p><ul><li><p><strong>Active listening and the right attitude:<\/strong> quickly identify the real need, beyond the rhetoric, while demonstrating patience.<\/p><\/li><li><p><strong>Effective, structured communication:<\/strong> reformulate, explain clearly and conduct the conversation with a methodical approach.<\/p><\/li><li><p><strong>Personal emotional management:<\/strong> absorbing tension without letting yourself be destabilized, while respecting your work environment.<\/p><\/li><li><p><strong>Posture of support and reassurance:<\/strong> offer excellent service, even when the response requires a delay.<\/p><\/li><\/ul><h3>Operational and business skills<\/h3><p>An effective teleconsultant stands out for his or her ability to act from the very first exchange.<\/p><ul><li><p><strong>Front-line problem-solving:<\/strong> assess a situation, understand its origins and provide appropriate assistance.<\/p><\/li><li><p><strong>Organization and prioritization:<\/strong> arbitrate quickly between urgency, difficulty and impact on customers.<\/p><\/li><li><p><strong>Immediate context reading:<\/strong> take into account history, channel used and sensitivity level.<\/p><\/li><li><p><strong>Flexible application of rules:<\/strong> follow existing frameworks while remaining focused on customer service.<\/p><\/li><\/ul><h3>Digital and omnichannel skills<\/h3><p>Increasing agent skills is also based on progressive technological fluency.<\/p><ul><li><p><strong>Mastery of channels:<\/strong> telephone, written, chat or messaging, with consistency and continuity.<\/p><\/li><li><p><strong>Relevant use of customer relations systems:<\/strong> smooth navigation, useful input and use of available resources.<\/p><\/li><li><p><strong>Simple reading of indicators:<\/strong> interpret key signals to adjust your live response.<\/p><\/li><\/ul><p>Today, a high-performance <strong class=\"custom-bold\">center agent<\/strong> is neither a simple executor nor an isolated expert, but a professional capable of combining the human dimension, operational rigor and digital uses in every conversation.<\/p><div class=\"elementor-element elementor-element-5ca4c8c5 elementor-widget elementor-widget-text-editor\" data-id=\"5ca4c8c5\" data-element_type=\"widget\" data-settings=\"{\"ekit_we_effect_on\":\"none\"}\" data-widget_type=\"text-editor.default\"><div class=\"elementor-widget-container\"><p><strong><em>\ud83d\udca1 To find out more about good <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-to-set-up-and-improve-call-center-management\/\">call center management<\/a>, read our dedicated article.<\/em><\/strong><\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33b89c9c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"33b89c9c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a5b344f elementor-widget elementor-widget-heading\" data-id=\"1a5b344f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The new skills required in AI-enhanced call centers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-72655e2 elementor-widget elementor-widget-text-editor\" data-id=\"72655e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"161\" data-end=\"468\" data-pasted=\"true\">The arrival of <a href=\"https:\/\/www.digicontacts.net\/en\/artificial-intelligence\/\">artificial intelligence in call centers<\/a> doesn&#8217;t revolutionize the agent&#8217;s job by automating it. Above all, it is changing the skills expected. The aim is no longer to go faster at all costs, but to make more informed choices, based on augmented solutions.  <\/p><h3 data-start=\"470\" data-end=\"525\">Collaborate effectively with augmented tools<\/h3><p data-start=\"526\" data-end=\"711\">Agents must now learn to work with digital systems capable of proposing orientations, priorities or advice. This means knowing how to: <\/p><ul data-start=\"713\" data-end=\"925\"><li data-start=\"713\" data-end=\"778\"><p data-start=\"715\" data-end=\"778\">Understand the general principles of automated <strong>mechanisms<\/strong>.<\/p><\/li><li data-start=\"779\" data-end=\"838\"><p data-start=\"781\" data-end=\"838\">Use <strong>suggestions<\/strong> as an aid to reflection.<\/p><\/li><li data-start=\"839\" data-end=\"925\"><p data-start=\"841\" data-end=\"925\">Keep a <strong>global view of the exchange<\/strong>, without over-reliance on the solution.<\/p><\/li><\/ul><h3 data-start=\"927\" data-end=\"974\">Interpreting rather than blindly following<\/h3><p data-start=\"975\" data-end=\"1274\">A recommendation is never a definitive answer. The development of agents&#8217; skills depends on their ability to analyze, contextualize and, if necessary, adapt what is proposed.<strong class=\"custom-bold\">Critical thinking<\/strong> is becoming an <strong class=\"custom-bold\">essential skill<\/strong>, especially when faced with unusual or sensitive situations.  <\/p><h3 data-start=\"1276\" data-end=\"1326\">Developing advanced cognitive skills<\/h3><p data-start=\"1327\" data-end=\"1437\">With AI, some of the repetitive operations disappear. In return, agents mobilize more : <\/p><ul data-start=\"1439\" data-end=\"1597\"><li data-start=\"1439\" data-end=\"1477\"><p data-start=\"1441\" data-end=\"1477\">Rapid <strong>analysis<\/strong> of complex cases,<\/p><\/li><li data-start=\"1478\" data-end=\"1534\"><p data-start=\"1480\" data-end=\"1534\"><strong>Prioritization<\/strong> according to the real purpose of the request,<\/p><\/li><li data-start=\"1535\" data-end=\"1597\"><p data-start=\"1537\" data-end=\"1597\"><strong>Taking a step back<\/strong> from alerts and reported data.<\/p><\/li><\/ul><h3 data-start=\"1599\" data-end=\"1642\">Strengthening emotional intelligence<\/h3><p data-start=\"1643\" data-end=\"1847\">The more automation progresses, the more valuable the human dimension becomes. Attitude, the ability to reassure and establish a relationship of trust remain difficult to reproduce with a system. <\/p><h3 data-start=\"1849\" data-end=\"1897\">AI as an amplifier of human value<\/h3><p data-start=\"1898\" data-end=\"2196\">Contrary to popular belief, <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-ai-advantages-and-benefits-for-contact-centers\/\">AI does not replace the agent<\/a>. It frees up time, makes certain choices more secure, and enables human beings to concentrate on what&#8217;s essential: understanding, explaining and supporting. It is precisely at this level that a sustainable and differentiating rise in skills is needed.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-18ef4cce e-flex e-con-boxed e-con e-parent\" data-id=\"18ef4cce\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1c2558a5 e-con-full e-flex e-con e-child\" data-id=\"1c2558a5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-161316fc e-con-full e-flex e-con e-child\" data-id=\"161316fc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-6d88f568 e-con-full e-flex e-con e-child\" data-id=\"6d88f568\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1bbfa75c animated-fast elementor-invisible elementor-widget elementor-widget-elementskit-heading\" data-id=\"1bbfa75c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" ><div class=\"ekit-heading elementskit-section-title-wraper text_left   ekit_heading_tablet-   ekit_heading_mobile-text_center\"><h3 class=\"elementskit-section-subtitle   ekit-heading__subtitle-has-border\">\n\t\t\t\t\t\tFree demonstration\n\t\t\t\t\t<\/h3><h3 class=\"ekit-heading--title elementskit-section-title \">Improve your customer relations <span>start today<\/span>.<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-43bb99c8 e-con-full e-flex e-con e-child\" data-id=\"43bb99c8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-15d1b412 elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"15d1b412\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-reservez-votre-demo whitespace--normal\" id=\"\">\n\t\t\t\t\tBook your demo<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4804dfc8 e-con-full e-flex e-con e-child\" data-id=\"4804dfc8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4b5434c9 animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"4b5434c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png\" class=\"attachment-full size-full wp-image-24341\" alt=\"D\u00e9mo gratuite solution relation client\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3fc450b4 e-flex e-con-boxed e-con e-parent\" data-id=\"3fc450b4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68deee12 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"68deee12\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-445fa10e elementor-widget elementor-widget-heading\" data-id=\"445fa10e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Call center training: what really works<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6917c8b2 elementor-widget elementor-widget-text-editor\" data-id=\"6917c8b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"144\" data-end=\"457\" data-pasted=\"true\">Increasing staff skills is not just a question of training content, but first and foremost of how it is passed on, applied and maintained over time. Many training programs fail not because of a lack of investment, but because they are not aligned with operational realities. <\/p><h3 data-start=\"459\" data-end=\"521\">Common mistakes in training systems<\/h3><p data-start=\"522\" data-end=\"606\">Some approaches remain widespread, despite their limited impact in the field:<\/p><ul data-start=\"608\" data-end=\"1043\"><li data-start=\"608\" data-end=\"768\"><p data-start=\"610\" data-end=\"768\"><strong>Training<\/strong> that is too theoretical or too brief, focusing on general concepts with no direct link to the situations actually encountered by agents.<\/p><\/li><li data-start=\"769\" data-end=\"899\"><p data-start=\"771\" data-end=\"899\">One-shot&#8221; <strong>courses<\/strong>, often focused on initial training, with no regular support or measurement over time.<\/p><\/li><li data-start=\"900\" data-end=\"1043\"><p data-start=\"902\" data-end=\"1043\">A break with day-to-day reality, where the <strong>supports<\/strong> used do not correspond either to the solutions used, or to the types of requests handled.<\/p><\/li><\/ul><p data-start=\"1045\" data-end=\"1169\"><em><strong>\ud83d\udca1 Consequence: agents prepared on paper, but quickly in trouble from the very first phone interactions.<\/strong><\/em><\/p><h3 data-start=\"1171\" data-end=\"1228\">Practices that produce lasting results<\/h3><p data-start=\"1229\" data-end=\"1331\">Conversely, the most effective organizations rely on practical, proven methods:<\/p><ul data-start=\"1333\" data-end=\"1686\"><li data-start=\"1333\" data-end=\"1459\"><p data-start=\"1335\" data-end=\"1459\">Progressive, contextualized <strong>skills development<\/strong>, adapted to the level, scope and development of each agent.<\/p><\/li><li data-start=\"1460\" data-end=\"1582\"><p data-start=\"1462\" data-end=\"1582\">Practical workshops, <strong class=\"custom-bold\">role-playing<\/strong> and role-playing exercises, based on real-life examples from <strong class=\"custom-bold\">call centers<\/strong>.<\/p><\/li><li data-start=\"1583\" data-end=\"1686\"><p data-start=\"1585\" data-end=\"1686\"><strong class=\"custom-bold\">Continuous training<\/strong>, integrated into the <strong class=\"custom-bold\">workflow<\/strong>, rather than isolated sessions with no continuity.<\/p><\/li><\/ul><h3 data-start=\"1688\" data-end=\"1740\">The structuring role of feedback and mentoring<\/h3><p data-start=\"1741\" data-end=\"2088\">Training is not limited to the transmission of knowledge. Regular feedback, whether collective or individual, enables progress to be assessed, discrepancies to be corrected and <strong class=\"custom-bold\">good practices<\/strong> to be recognized. Local mentoring and coaching, when organized constructively, greatly accelerate agents&#8217; skills development.  <\/p><p data-start=\"2090\" data-end=\"2268\">Effective training doesn&#8217;t mean multiplying content. It&#8217;s about providing coherent, regular support that is directly linked to the <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/our-3-tips-for-satisfying-customers-through-live-chat\/\"><em>operational challenges of<\/em> customer service<\/a>. <\/p><p><em><strong>\ud83d\udca1 <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/contact-center\/\">digiCONTACTS supports call<\/a> and contact centers in training their agents. Find out more on our dedicated page! <\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2109e316 e-flex e-con-boxed e-con e-parent\" data-id=\"2109e316\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-50de7260 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"50de7260\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c79a18f elementor-widget elementor-widget-heading\" data-id=\"1c79a18f\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to concretely measure the effectiveness of skills upgrading<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32d56aa7 elementor-widget elementor-widget-text-editor\" data-id=\"32d56aa7\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"224\" data-end=\"483\" data-pasted=\"true\">Checking whether skills upgrading is having a real impact means going beyond the perceived. We need to rely on observable elements, from an operational, human and customer-oriented point of view, while maintaining a global and nuanced perspective. <\/p><h3 data-start=\"485\" data-end=\"518\">Agent-related indicators<\/h3><p data-start=\"519\" data-end=\"601\">Certain signals can be used to assess progress in the field:<\/p><ul data-start=\"603\" data-end=\"982\"><li data-start=\"603\" data-end=\"741\"><p data-start=\"605\" data-end=\"741\"><strong>First contact resolution rate:<\/strong> a better prepared agent is able to resolve more requests without transfer or callback.<\/p><\/li><li data-start=\"742\" data-end=\"879\"><p data-start=\"744\" data-end=\"879\"><strong>Processing time:<\/strong> in-depth knowledge of the subject and more fluid use of tools reduce hesitation.<\/p><\/li><li data-start=\"880\" data-end=\"982\"><p data-start=\"882\" data-end=\"982\"><strong>Perceived quality of exchanges:<\/strong> clear communication, consistency of responses, ability to advise.<\/p><\/li><\/ul><p data-start=\"984\" data-end=\"1119\">These indicators need to be analyzed over <strong class=\"custom-bold\">time<\/strong> to identify real trends, not one-off variations.<\/p><h3 data-start=\"1121\" data-end=\"1157\">Key human indicators<\/h3><p data-start=\"1158\" data-end=\"1224\">The effectiveness of an approach can also be seen in the state of the teams:<\/p><ul data-start=\"1226\" data-end=\"1458\"><li data-start=\"1226\" data-end=\"1309\"><p data-start=\"1228\" data-end=\"1309\"><strong>Employee<\/strong> commitment (autonomy, involvement, taking the initiative).<\/p><\/li><li data-start=\"1310\" data-end=\"1380\"><p data-start=\"1312\" data-end=\"1380\"><strong class=\"custom-bold\">Stress management<\/strong> and prevention of burnout.<\/p><\/li><li data-start=\"1381\" data-end=\"1458\"><p data-start=\"1383\" data-end=\"1458\"><strong>Turnover<\/strong>, often indicative of a lack of prospects or support.<\/p><\/li><\/ul><p data-start=\"1460\" data-end=\"1567\">Agents who receive long-term support work with greater ease and are more committed to the long term.<\/p><h3 data-start=\"1569\" data-end=\"1602\">Customer-oriented indicators<\/h3><p data-start=\"1603\" data-end=\"1671\">External feedback is a key validation of the approach:<\/p><ul data-start=\"1673\" data-end=\"1772\"><li data-start=\"1673\" data-end=\"1702\"><p data-start=\"1675\" data-end=\"1702\">Customer satisfaction.<\/p><\/li><li data-start=\"1703\" data-end=\"1738\"><p data-start=\"1705\" data-end=\"1738\">Effort perceived during exchanges.<\/p><\/li><li data-start=\"1739\" data-end=\"1772\"><p data-start=\"1741\" data-end=\"1772\">Long-term loyalty.<\/p><\/li><\/ul><h3 data-start=\"1774\" data-end=\"1795\">Beyond KPIs<\/h3><p data-start=\"1796\" data-end=\"2029\">Not everything can be measured by numbers alone. Qualitative assessments, listening to interactions and field observations provide a detailed understanding of what quantitative indicators don&#8217;t always reveal. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3c24650b e-flex e-con-boxed e-con e-parent\" data-id=\"3c24650b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1e8398a3 elementor-widget elementor-widget-image\" data-id=\"1e8398a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"2048\" height=\"606\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal.webp\" class=\"attachment-full size-full wp-image-25850\" alt=\"How to set up and improve call center management\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal.webp 2048w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-300x89.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1024x303.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-768x227.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-1536x455.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-omnicanal-710x210.webp 710w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4cbe781b e-flex e-con-boxed e-con e-parent\" data-id=\"4cbe781b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7a227f37 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7a227f37\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-250484d9 elementor-widget elementor-widget-heading\" data-id=\"250484d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Tools that really accelerate agent skills development<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-735fac95 elementor-widget elementor-widget-text-editor\" data-id=\"735fac95\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"185\" data-end=\"460\" data-pasted=\"true\"><strong>Increasing staff skills<\/strong> does not depend solely on training programs. The tools used on a day-to-day basis are a decisive lever for continuous improvement, provided they are designed as work aids and not as an additional workload. <\/p><h3 data-start=\"462\" data-end=\"501\">Real-time assistance tools<\/h3><p data-start=\"502\" data-end=\"624\">Guidance and contextualization mechanisms accompany agents during the exchange, without reducing their autonomy:<\/p><ul data-start=\"626\" data-end=\"780\"><li data-start=\"626\" data-end=\"683\"><p data-start=\"628\" data-end=\"683\">Suggested <strong>answers that are consistent<\/strong> with the context.<\/p><\/li><li data-start=\"684\" data-end=\"723\"><p data-start=\"686\" data-end=\"723\">Immediate access to <strong>useful information<\/strong>.<\/p><\/li><li data-start=\"724\" data-end=\"780\"><p data-start=\"726\" data-end=\"780\"><strong>Targeted reminders of<\/strong> the rules and procedures to follow.<\/p><\/li><\/ul><p data-start=\"782\" data-end=\"898\">These supports help to secure practices and boost confidence, especially for recently integrated profiles.<\/p><h3 data-start=\"900\" data-end=\"959\">Centralization of interactions and knowledge<\/h3><p data-start=\"960\" data-end=\"1251\">When past exchanges and business knowledge are grouped together in the same environment, learning takes place directly in situation. Agents are quicker to perceive routes, recurring expectations and frequent difficulties, without having to navigate between multiple sources. <\/p><h3 data-start=\"1253\" data-end=\"1300\">Automating low-value tasks<\/h3><p data-start=\"1301\" data-end=\"1553\"><strong class=\"custom-bold\">Setting<\/strong> up automatic processes for repetitive actions (qualification, orientation, simple summaries) frees up valuable mental time. The agent can then devote more attention to listening, analysis and advice. <\/p><h3 data-start=\"1555\" data-end=\"1609\">Omnichannel platforms and continuous learning<\/h3><p data-start=\"1610\" data-end=\"1782\">Omni-channel platforms offer a transversal reading of exchanges, and support a steady progression, as cases are processed, regardless of the channel used.<\/p><h3 data-start=\"1784\" data-end=\"1828\">Complementarity with existing CRM<\/h3><p data-start=\"1829\" data-end=\"2049\">These tools do not replace CRM. They complement them, providing an operational dimension focused on interaction and the agent experience, where skills development really takes place. <\/p><p><em><strong>\ud83d\udca1 To go further on the relationship, discover our article dedicated to the <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-ai-advantages-and-benefits-for-contact-centers\/\">role and benefits of an augmented agent<\/a> in a call center.<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae62133 e-flex e-con-boxed e-con e-parent\" data-id=\"ae62133\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7d90cd21 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7d90cd21\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-206c29b5 elementor-widget elementor-widget-heading\" data-id=\"206c29b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Skills enhancement as a sustainable competitive advantage<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27e36dbe elementor-widget elementor-widget-text-editor\" data-id=\"27e36dbe\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-start=\"199\" data-end=\"435\" data-pasted=\"true\">Developing agents&#8217; skills goes far beyond a simple <strong class=\"custom-bold\">training program<\/strong>. It represents a real lever for sustainable differentiation for call centers wishing to adopt a long-term strategy. <\/p><h3 data-start=\"437\" data-end=\"510\">Agent skills, a strategic asset that remains under-exploited<\/h3><p data-start=\"511\" data-end=\"827\">A competent agent doesn&#8217;t just follow a predefined script. They know how to interpret the issues at stake, adjust their attitude and provide a relevant response, even when faced with complex situations. This collective ability, built up <strong class=\"custom-bold\">over time<\/strong>, is an advantage that is difficult for competitors to replicate.  <\/p><h3 data-start=\"829\" data-end=\"896\">A direct impact on brand image and customer confidence<\/h3><p data-start=\"897\" data-end=\"1193\">Clear, coherent and empathetic exchanges reinforce a company&#8217;s credibility. Conversely, vague or clumsy answers quickly alter the overall perception. The level of expertise of our agents therefore has a direct influence on the trust our customers place in us.  <\/p><h3 data-start=\"1195\" data-end=\"1247\">A cumulative, long-term effect<\/h3><p data-start=\"1248\" data-end=\"1342\">Unlike an isolated action, upgrading skills generates progressive benefits:<\/p><ul data-start=\"1344\" data-end=\"1506\"><li data-start=\"1344\" data-end=\"1395\"><p data-start=\"1346\" data-end=\"1395\"><strong>Continuous improvement<\/strong> of service quality.<\/p><\/li><li data-start=\"1396\" data-end=\"1434\"><p data-start=\"1398\" data-end=\"1434\">Smoother <strong>operations<\/strong>.<\/p><\/li><li data-start=\"1435\" data-end=\"1506\"><p data-start=\"1437\" data-end=\"1506\">Strengthen customer and employee <strong>loyalty<\/strong>.<\/p><\/li><\/ul><p data-start=\"1508\" data-end=\"1555\">These positive effects are amplified over time.<\/p><h3 data-start=\"1557\" data-end=\"1610\">Training to &#8220;hold on&#8221; or training to &#8220;progress&#8221;?<\/h3><p data-start=\"1611\" data-end=\"1815\">Training just to absorb the flow maintains business. Training to develop capabilities creates value. This choice determines the call center&#8217;s level of maturity.  <\/p><h3 data-start=\"1817\" data-end=\"1867\">Long-term vision versus short-term logic<\/h3><p data-start=\"1868\" data-end=\"2105\">Long-term oriented organizations invest in skills as if they were capital. Short-term organizations, on the other hand, suffer more from turnover, daily pressure and the gradual erosion of service quality. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d4efa11 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"3d4efa11\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6777b8e8 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6777b8e8\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-55cadec4 e-flex e-con-boxed e-con e-parent\" data-id=\"55cadec4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-37c511da elementor-widget elementor-widget-heading\" data-id=\"37c511da\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b150572 elementor-widget elementor-widget-text-editor\" data-id=\"5b150572\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Up-skilling agents<\/strong> has become a central challenge for call centers. Faced with more complex interactions, more demanding customers and teams under pressure, skills are no longer a simple operational prerequisite: they are a lever for sustainable performance. <\/p><p>The agent experience and the customer experience are now inseparable. Better-trained, better-equipped and more confident advisors deliver smoother, more human and more efficient exchanges. Conversely, neglecting <strong class=\"custom-bold\">skills development<\/strong> undermines service quality, team commitment and customer loyalty.  <\/p><p>To produce real effects, the approach must be structured, progressive and measurable. It combines <strong class=\"custom-bold\">ongoing training<\/strong>, managerial support, appropriate tools and attention to cognitive load. <\/p><p>In the age of AI-enhanced contact centers, investing in agents remains the most strategic choice: technology amplifies human value, not replaces it.<\/p><p><em><strong>\ud83c\udfaf To find out more about our <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/business\/contact-center\/\">call center software<\/a> and our training offer for your agents discover our dedicated page and contact us!<\/strong><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-47e4098 e-flex e-con-boxed e-con e-parent\" data-id=\"47e4098\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-35cc37e1 elementor-widget elementor-widget-heading\" data-id=\"35cc37e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Our latest news<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4843b207 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4843b207\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3ddae9b0 e-flex e-con-boxed e-con e-parent\" data-id=\"3ddae9b0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-29079a39 elementor-grid-tablet-3 elementor-grid-3 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"29079a39\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns_tablet&quot;:&quot;3&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32449 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32457\" alt=\"Agent augment\u00e9 et relation client : les avantages de l\u2019IA en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" >\n\t\t\t\tAugmented agent and customer relations: the benefits of AI in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>By 2026, the augmented agent and customer relationship will no longer be a &#8220;concept&#8221;, but an operational standard. With generative AI, intelligent automation and omnichannel\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" aria-label=\"Read more about Augmented agent and customer relations: the benefits of AI in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32431 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32462\" alt=\"IPBX et Relation Client : Am\u00e9liorer la joignabilit\u00e9 en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" >\n\t\t\t\tIPBX and Customer Relations : Improving reachability in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, reachability is no longer limited to answering. It is measured across the entire customer journey: accessibility, response time, omnichannel continuity and abandonment rates\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" aria-label=\"Read more about IPBX and Customer Relations : Improving reachability in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32410 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/omnichannel-customer-relations-streamlining-the-user-journey\/\" tabindex=\"-1\" ><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32469\" alt=\"Relation client omnicanale : fluidifiez le parcours utilisateur en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/relation-client-omnicanale.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/omnichannel-customer-relations-streamlining-the-user-journey\/\" >\n\t\t\t\tOmnichannel customer relations: streamlining the user journey in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, omnichannel customer relations will no longer be an advantage reserved for the most mature organizations. It is becoming a market standard, expected by\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/omnichannel-customer-relations-streamlining-the-user-journey\/\" aria-label=\"Read more about Omnichannel customer relations: streamlining the user journey in 2026\" tabindex=\"-1\" >\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Contents Up-skilling agents is now a key challenge for all call centers, whatever their size or sector. Faced with better-informed, more demanding and less loyal customers, performance is no longer based solely on volume handled or telephone processing time. It now depends directly on agents&#8217; skills, their ability to understand contexts, adjust their posture and [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":32480,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[37],"tags":[],"class_list":["post-32338","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/32338","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/comments?post=32338"}],"version-history":[{"count":5,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/32338\/revisions"}],"predecessor-version":[{"id":32374,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/32338\/revisions\/32374"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/32480"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=32338"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=32338"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=32338"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}