Agent Soft Skills Course On Demand

$99.00 $74.25

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 InsuranceDesjardins Cards ServicesDelta Dental of California
State of North CarolinaHewlett PackardColumbia Sportswear
RedboxSirius XMEgis Projects Canada
IBMState of GeorgiaPitney Bowes
Bright HorizonsSafe AutoState of Michigan
Booz Allen HamiltonMcKessonBank of America
Sierra HealthBoeingMedtronic
VerizonJohn DeereAT&T
PerrierUrban OutfittersNestle
Chicos FAS IncEdfinancialCisco
AAA ClubsHarris BankNationwide
Choice HotelsRide UTAGAF
University of MichiganHyattMazda
3MPLATO LearningTD Ameritrade
Principal Financial GroupWilliamson-Dickie Mfg. Co.Georgia Perimeter College
Veterans Administration Health Resource CenterNational Government Services/WellPointEgis Projects Canada Inc.
Atlantis Resort & CasinoGeorge Mason UniversityEmployees Retirement System of TX
KPMGCitizens Energy GroupEmaratech
Capital Market Authority, CMANutri-Health SupplementsOxford Properties Group
Gift Certificates.comRoyal Credit UnionSXC Health Solutions
BroadStarAlbridge SolutionsRCI
VerifoneMetro Credit UnionVistaPrint
Forethought Life Insurance CompanyIndianapolis Power & LightViracor-IBT Laboratories
Dayton Power & LightMotion Picture & Television FundDepartment of Treasury
NorthWestern MutualSmith Haynes & WatsonUnited Healthcare
HerbalifeUnited States Coast GuardSecurity Assistance Corporation
SymcorPortico BenefitsNIPSCO

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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