Customer service agents should be able to adapt to different platforms.

Customers are everywhere now, including social media, SMS, email, and live chat. That means customer service agents must also be in those places. Adaptability allows agents to deftly switch between communication channels and messaging styles to provide an excellent customer experience.

Adaptable agents can also readily adjust to new market trends and changing customer needs, fostering customer orientation. As the customer service industry embraces emerging technologies, converts to remote and hybrid support options, and prioritizes omnichannel support, this skill is no longer optional but essential.

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