Mastering Active Listening and Soft Skills for Call Center Excellence

  • Author:
    Michael McMillan
  • Level:
    Intermediate
  • Study time: 
    30 Minutes
Write your awesome label here.
Course overview
This 30-minute interactive eTraining is designed to enhance the communication skills of call center agents, focusing on active listening and soft skills that drive exceptional customer experiences. Through engaging video content, real-world scenarios, and practical exercises, participants will learn to build empathy, improve tone and language, and handle customer interactions with professionalism and care. By the end of the course, agents will have actionable techniques to improve customer satisfaction, resolve issues efficiently, and contribute to a world-class support environment. Successful participants will earn a certificate of completion, recognizing their commitment to customer service excellence.
  • Video time: 15 Minutes
  • Exams: 1 Certification Exam

What's included?

  • 6 Chapters
  • 1 Certification
  • 14 Questions
  • 5 Video
  • 4 PDF

Become a Better Listener 

This module equips you with practical tools and techniques to enhance your listening skills, enabling you to fully understand and respond to others with empathy and clarity. By mastering active listening, you’ll build stronger connections, resolve issues effectively, and create more meaningful and positive interactions.

Create Wow Moments

This training empowers you to create “wow” moments by actively listening to customers’ needs, addressing their concerns with empathy, and delivering thoughtful, personalized solutions. By exceeding expectations in every interaction, you’ll leave customers feeling valued and impressed.
Created with