Balancing AI and human empathy: Why soft skills matter in customer service

Customers want quick solutions – but they also want to feel truly heard. As AI and automation grow more popular, the essential role of the customer service agent can’t be overlooked. While AI handles routine tasks efficiently, it’s the human touch with its empathy, understanding, and emotional intelligence that truly elevates customer experiences and fosters lasting relationships. In fact, businesses that deploy empathy significantly outperform those that don’t in terms of sales and profit, according to Gartner. 

The crucial balance of technology and human empathy

There’s nothing more frustrating than receiving a robotic, impersonal response from a bot. And here's the truth: AI and automation are crucial tools for the modern contact centre, but without skilled, empathetic personnel, customer support risks feeling detached. While bots can deliver personalised responses, it’s the people behind them who make it truly impactful.  

Skilled agents bring authenticity, understanding, and depth to customer support, essential for guiding AI’s responses and stepping in smoothly when automation falls short. Technology can set the stage, but it’s agents who bring a personal, empathetic touch into every customer interaction. 

Contact centre agents with strong soft skills complement AI by providing the personal touch customers crave. They can handle complex inquiries, navigate emotionally charged situations, and foster genuine connections that build brand loyalty. And this matter, as organisations that prioritise offering great CX reported a 92% increase in loyal customers Dimension Data. 

Why soft skills matter more than ever

Soft skills like empathy, emotional intelligence, and engaged listening are more important than ever. These skills allow agents to connect with customers on a personal level, addressing their needs and concerns in ways that AI simply cannot. Here’s why focusing on soft skills training is essential for your contact centre agents: 

• Empathy for enhanced customer support:  
  Empathy is at the heart of effective customer service. By teaching agents to regulate their own emotions and empathise with customers, they can significantly enhance the quality of service delivery. This empathetic approach helps to create a positive experience, even in challenging situations, leading to higher customer satisfaction and loyalty. 

• Effective communication through engaged listening: 
  Engaged listening goes beyond merely hearing words; it involves understanding the message and the emotions behind it. Training in engaged listening empowers agents to fully absorb customer concerns, ask clarifying questions, and respond appropriately. This level of understanding fosters trust and makes customers feel truly valued. 

• Support for vulnerable customers:  
  Not all customers will be approaching your agents with straightforward requests. Some may be dealing with sensitive issues or heightened emotions. Specialised training equips agents with the skills to support vulnerable customers effectively, ensuring they feel safe and understood. This can make all the difference in creating a supportive environment and resolving issues efficiently. 

• Stress reduction techniques for agents:  
  Working in a contact centre can be demanding, and managing stress is essential for the agents' well-being and performance. Training that includes stress reduction techniques not only helps agents maintain their composure during challenging calls but also promotes a healthier workplace culture. A well-supported agent is more likely to deliver exceptional service, ultimately benefiting the customer experience. 

Investing in soft skills training for your contact centre agents is not just about enhancing individual performance; it’s about future-proofing your organisation in an increasingly automated world. By prioritising empathy, communication, and emotional intelligence, you ensure that your agents are not just effective operators, but also skilled relationship builders. 

Investing in training for long-term success

As AI continues to transform contact centres, the importance of soft skills will only grow. Training agents to master these skills is a crucial step in ensuring your organisation thrives in this AI-first landscape. By pairing cutting-edge technology with an irreplaceable human touch, you create a customer experience that stands out, fostering loyalty and satisfaction in an ever-evolving market. 

At Puzzel, we’re committed to empowering your agents to reach their full potential. When agents feel valued and equipped, they stay longer and provide the high-quality support your customers deserve. Our tailored soft skills training equips agents to recognise, understand, and manage emotions effectively, with courses in Emotional Intelligence, Engaged Listening, Support for Vulnerable Customers, and Stress Reduction Techniques. 

Learn more about the soft skills training we offer here.