Agent Soft Skills Course On Demand


On-Demand – Rapid Learning
Time will fly by as you learn from our top-ranked instructors on how to improve your skills and techniques.

In our On-Demand Agent Soft Skills Course, attendees gain the valuable skills required to be an excellent customer service representative, regardless of channel.  Your representatives are the “voice of the company” and play a critical role in the success of any organization. You want them to have the best training possible. This course is ideal for both new-hires and for refresher training for your entire center.

Ask us for an evaluation license free of charge

4 Modules | ≈ 2-3 Hours 

  • What is a Contact Center?

  • Customer Expectations

    • Expectations of You
    • It Can Be Overwhelming!
  • How To Interact With Customers

    • It’s An Attitude
    • Your Voice Is Everything
    • It’s How You Say It
    • Voice Quality
    • Ask The Experts
    • No Body Language
    • Active Listening
    • Open Ended Vs Close Ended Questions
    • Listening Skills and Checklist
    • Barriers To Listening
    • Empathy
    • Putting It All Together
  • Handling Difficult Callers

    • Ask The Experts
    • Steps To Diffuse Anger
    • Abusive Callers
  • Agent Soft Skills Final Exam

**Content and material may be updated without prior notice.


  • “The videos kept them engaged in the training.”
  • “It was an eye opener for them when they learned that their voice is everything” (70% tone of voice vs 30% words.)
  • “They really liked the topic on “handling difficult callers.” They learned how they can “apologize without guilt.”
  • “They also liked the sample scenarios on how one can empathize with the caller.”
  • “They were fascinated by the information received on the open ended/closed ended (customer survey) questions and how…to deal with talkative members.”

Tanya Nguyen
Member Services Director
Santa Clara Family Health Plan

American Family Insurance Desjardins Cards Services Delta Dental of California
State of North Carolina Hewlett Packard Columbia Sportswear
Redbox Sirius XM Egis Projects Canada
IBM State of Georgia Pitney Bowes
Bright Horizons Safe Auto State of Michigan
Booz Allen Hamilton McKesson Bank of America
Sierra Health Boeing Medtronic
Verizon John Deere AT&T
Perrier Urban Outfitters Nestle
Chicos FAS Inc Edfinancial Cisco
AAA Clubs Harris Bank Nationwide
Hilton Fujitsu Cablevision
Choice Hotels Ride UTA GAF
University of Michigan Hyatt Mazda
3M PLATO Learning TD Ameritrade
Principal Financial Group Williamson-Dickie Mfg. Co. Georgia Perimeter College
Veterans Administration Health Resource Center National Government Services/WellPoint Egis Projects Canada Inc.
Atlantis Resort & Casino George Mason University Employees Retirement System of TX
KPMG Citizens Energy Group Emaratech
Capital Market Authority, CMA Nutri-Health Supplements Oxford Properties Group
Gift Royal Credit Union SXC Health Solutions
BroadStar Albridge Solutions RCI
Verifone Metro Credit Union VistaPrint
Forethought Life Insurance Company Indianapolis Power & Light Viracor-IBT Laboratories
Dayton Power & Light Motion Picture & Television Fund Department of Treasury
Groupon Cigna Roche
NorthWestern Mutual Smith Haynes & Watson United Healthcare
Herbalife United States Coast Guard Security Assistance Corporation
Symcor Portico Benefits NIPSCO

For 1-20 Licenses, Click The Add to Cart Button Above.

For Group Discounted Pricing (21 – 400+ Licenses) or a Trial License:

  • Call: 1-800-214-8929 Ext. 1

*Please note access and licenses will not be distributed until final payment is received.

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