I had my first interaction with a customer service agent at an early age. Like many, it was in person, at a store. Do you remember yours? How much has the work of customer service changed since then?
The truth is that our industry is changing at an ever-increasing pace. Our agents’ interpersonal skills—such as empathy and active listening—remain the same. So does our goal of helping our customers. But otherwise, the contact center of today has little in common with the call center of yesterday. Skills that were vital just a few years ago aren’t the right ones today.
How can we keep up with these changes? Agent upskilling and reskilling is a simple and effective way to do so. Let’s take a closer look at what they are, why they are so important, and how to upskill and reskill your agents.
What Are Upskilling and Reskilling?
Have you ever learned a new skill or taken time to improve an existing one, so that you could advance in your job, take on a new role, or change to different field? If so, you’ve taken part in upskilling and reskilling. It’s all about staying relevant and competitive, and an expert at what you do.
We often call this upskilling when it is about improving our existing skills or learning new skills for a current role. On the other hand, reskilling is about learning entirely new skills to transition into a different role. It’s like starting from scratch in a new domain.
- What are some examples of upskilling contact center agents?
- Training on soft skills such as empathy and active listening.
Gaining proficiency in new software and tools, such as knowledge management systems or omnichannel messaging platforms. - Learning more about your company’s products and services and how they work.
What are some examples of reskilling customer service agents?
- Learning technical skills and troubleshooting methods to move to a technical support role.
- Training on sales techniques and negotiations with a goal to transition to sales.
- Gaining skills in coaching and mentoring to become a trainer or supervisor.
Why Is It Important to Upskill and Reskill Customer Service Agents?
I was for many years the Director of Training for a large organization in the procurement industry. I saw firsthand how quickly methods and skills became obsolete. What was once the best way to do things, was just a few years later the wrong approach. And this is an endless cycle; like the waves of the sea, it never stops. It’s just the same in customer service.
Have you seen how quickly things are changing for your company? First came chat and video. But soon customers wanted messaging. Then we had to make our contact centers omnichannel. AI burst onto the scene. Now agents need to manage and collaborate with chatbots. At the same time, customer expectations keep rising. The top skills for modern contact center agents are constantly changing.
If we don’t help our agents keep up through proper training, they may still be able to handle the work for a time. But what are the ultimate results?
- Low morale, agent burnout, and high turnover.
- Dissatisfied customers, unresolved problems, and repeat requests.
- Low adoption rates for new tools, and failure to keep up with the industry.
The truth is upskilling and reskilling does come with a short-term cost. It takes time, which is in short supply. We may find it hard to spend precious moments on employee training programs when the backlog of work just grows endlessly. But if we avoid agent training and development, it will hurt us in the long-term.
On the other hand, spending the time and effort can truly future proof a contact center team! By helping your agents grow their skills, you can:
- Handle more complex customer requests and improve customer experience and satisfaction.
- Improve morale and reduce turnover.
- Leverage the latest contact center technology and trends for better business outcomes.
You won’t regret any time and money you spend on your team’s skill development. It will be well worth it in the end.
So, how can it be done?
How to Upskill Contact Center Agents
Finding Skills Gaps in Your Team
Before you can upskill or reskill your agents, you need to know where the gaps are. What skills are they missing? What areas need improvement? Finding these gaps is the first step to building a stronger, future-ready team.
How do you find the gaps?
- Look at performance metrics. Are resolution times too high? Are customer satisfaction scores lower than expected?
- Ask your agents. What challenges do they face? Do they feel confident using digital tools such as AI or handling complex customer requests?
- Get input from managers. They can often spot areas where agents need extra support or training.
Where should you focus?
- Digital transformation and communication: Can agents use your omnichannel platform well? (Tools like Bright Pattern or LivePerson’s Conversational Cloud)
- Soft skills: Do they show empathy, resolve conflicts, and listen actively?
- AI collaboration: Are they ready to work alongside bots and use AI to improve customer interactions?
Key Skills for the Future-Ready Contact Center
1. Technical Skills
- Navigate these tools to provide consistent service across channels.
- Use data to personalize customer interactions and predict needs.
- Work in harmony with bots to handle routine tasks in the best way possible.
We all feel more confident when we know how to use our tools well. I know it helps me to fly through my work. Won’t better technical skills truly empower your agents to be more effective and confident?
2. Soft Skills
Even with the best technology, soft skills are the backbone of quality support. Your customers want to feel heard and valued, and your agents need to deliver on that. Key skills include:
- Empathy: Showing that they understand how your customers truly feel.
- Conflict resolution: Staying calm and finding solutions, even in tough situations.
- Active listening: Making customers feel truly heard and respected.
Have you seen how a skilled agent can calm a frustrated customer? Now that’s the real secret behind customer service. Soft skills are the power to calm the storm.
3. Collaboration with AI
AI is here to stay, but it’s not replacing agents—it’s enhancing their work. Future-ready agents need to:
- Understand how bots handle simple inquiries so they can focus on complex issues.
- Step in seamlessly when a bot hands off a customer interaction.
- Learn to use AI insights such as customer intent to make smarter decisions in real-time.
By mastering this “agent-bot tango,” your team can offer faster, more accurate service without losing the human touch.
Does your team have these skills? If not, don’t worry! These are all areas where upskilling and reskilling can help.
How to Build an Effective Training Program to Upskill Your Agents
1. Blend Learning Approaches
- E-learning modules: Let agents learn at their own pace with online courses.
- Hands-on coaching: Pair digital learning with real-world practice.
- Gamification: Turn learning into a game with rewards for completing milestones.
2. Use Technology
- AI-driven tools: Be creative in using AI to help you out. For example, you could use an AI tool to simulate customer interactions and let agents practice handling them in a low-pressure environment.
- On-demand resources: Provide quick, searchable guides for agents to use whenever they need help. A tool such as GIDR may be a worthwhile investment to make it easier to learn from the vast knowledge your company has stored up.
3. Include Mentorship
Reskilling Agents for New Roles
Now let’s talk about reskilling contact center agents. This goes beyond improving their current skills—it’s about preparing agents for entirely new opportunities. As customer service evolves, hybrid roles that combine technical and strategic responsibilities are becoming more normal. So, how do you help your team make the leap?
1. Prepare Agents for Hybrid Roles
Today’s agents don’t just answer questions; they might also:
- Train AI systems to improve customer interactions.
- Analyze customer data to spot trends and improve processes.
- Act as customer journey experts, working towards smooth transitions across channels.
Imagine an agent not only solving a customer’s problem but also feeding that insight into an AI tool to help other agents handle similar issues. That’s the kind of hybrid role we’re talking about!
2. Open Doors with Internal Mobility
- Agents trained to use AI tools could transition to managing bot workflows.
- Staff skilled in data analysis might become CX strategists.
3. Create Clear Learning Pathways
Help your agents see the connection between training and new roles. Provide a roadmap showing how reskilling can take them from their current role to their next big opportunity.
For example, you could start an agent on soft skills training, then move them to advanced AI tool management, and finally prepare them for a leadership role in customer experience.
By focusing on reskilling, you’re not just future-proofing your contact center—you’re giving your team the chance to thrive in a changing industry.
Measuring Training Impact
Being able to measure progress is a real key to success. I remember putting training programs in place, only to realize they didn’t reach the goals I had set. By knowing the real impact, I was able to make minor changes to them and address those problems. So how do you know if you’re upskilling and reskilling efforts are working?
1. Track Key Performance Indicators (KPIs)
- Customer satisfaction scores (CSAT): Are your customers happier after interacting with your team?
- First-contact resolution rates: Are agents solving issues faster and more effectively?
- Employee engagement: Do agents feel more confident and satisfied in their roles?
2. Gather Feedback
- Which training methods they found helpful.
- What additional skills they want to develop.
- How supported they feel in their growth.
3. Create Feedback Loops
Learning doesn’t stop once the training ends. Make it a continuous process by:
- Regularly reviewing KPIs and agent feedback.
- Adjusting training programs to address new challenges or skills gaps.
Think of it like this: if you notice that agents are excelling at using AI tools but still struggling with soft skills like conflict resolution, you can pivot your next training focus accordingly.
4. Celebrate Wins
When your team achieves milestones—like improving CSAT scores or mastering a new skill—acknowledge their hard work. Recognition improves morale and keeps agents motivated to grow.
By measuring your training’s impact and refining it as needed, you’ll not only build a stronger team but also ensure your contact center continues to deliver exceptional customer experiences.
Conclusion: Invest in Your Team, Invest in Your Future
Upskilling and reskilling your contact center agents aren’t just about training—it’s about building a future where your team thrives, your customers stay happy, and your business stays ahead.
When you invest in your agents, you’re giving them the tools to:
- Master AI-driven platforms.
- Deliver more empathetic, efficient customer interactions.
- Adapt to the changing demands of customer service with confidence.
A well-trained team isn’t just a group of employees—it’s your biggest asset in creating exceptional customer experiences.
Times may change. The work and skills of a customer service agent may change. But the success of your company doesn’t have to change. I’ve personally seen how excellent training programs can help a team to thrive, and know they are well worth the effort. By investing in your team, you are investing in your future. Why not start today?
