Digital literacy requires technical and cognitive skills to find, access, and respond to online-based queries. It also requires agents to adhere to remote work best practices.

Agents with digital literacy skills can effectively communicate with colleagues and customers and utilize agent workspaces, tools, and additional resources. It’s OK if agents are unfamiliar with a specific database or software, but they should have the cognitive ability to pick up evolving digital tools quickly and incorporate them into their workflow.

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