Skills

An ability to do
an activity or job well,
especially because
you have practised it
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https://dictionary.cambridge.org/dictionary/english/skill
 SKILL TYPES

Life Labor Hard Soft

Skills Skills Skills Skills
 Soft Skills
Soft skills are non-technical skills that relate to
how you work. They include how you interact
with colleagues, how you solve problems, and
how you manage your work.
 Active listening Clear Self Control
communication

Possitive Attitude Empathy Willingness to help Problem solving

Soft skills equip agents Key
to be faster and more
productive Takeaways

Soft skills equip agents to

solve complex tasks

Soft Skills are essentials

on everyday call