'Upskilling' Call Center Training: The Smartest Investment You Can Make in 2026
- Sharon Oatway
- Jun 19
- 6 min read
Contact centers are undergoing a profound transformation. With artificial intelligence (AI) now managing more routine and repetitive customer interactions, the role of human agents is shifting—dramatically. No longer just information relayers or script readers, today’s agents are being called upon to handle complex, emotionally nuanced conversations that demand critical thinking, empathy, and judgment. In this new environment, call center upskilling has become not just a competitive advantage but a strategic imperative.
The AI Shift: From Routine to Human-Centric
According to Gartner, by 2026, AI will handle nearly 10% of all customer interactions—up from less than 2% in 2022. That includes virtual agents, chatbots, and self-service tools that resolve basic issues like password resets, account balances, and order statuses. This shift is freeing up human agents to focus on the types of inquiries machines can’t solve: emotionally charged, cross-functional, or ambiguous issues that require judgment and care.
But here’s the catch: most agents weren’t trained for this level of complexity.
A 2023 Calabrio study found that while 61% of contact centers report more challenging interactions, only 22% say they’re confident their agents are equipped to handle them. As AI increases productivity, it also raises the bar for human capability.
Why Soft Skills Are the Future of Call Center Training
Soft skills—empathy, active listening, problem-solving, and resilience—are becoming the most valuable assets in a modern contact center. These skills can:
Diffuse emotionally charged conversations
Resolve issues without escalation
Build loyalty through connection
Improve first call resolution rates
McKinsey research shows that companies that prioritize emotional intelligence in customer service teams see up to a 20% improvement in customer satisfaction scores and up to a 25% boost in agent retention.
Moreover, training focused solely on systems and processes will no longer suffice. The contact center agent of 2026 needs to be a communicator, negotiator, and brand ambassador—all in real time.
Case Study: Comcast’s AI + Human Training Model
One of the most talked-about examples in the industry is Comcast’s deployment of an AI assistant that supports agents during live calls. While the tool provides real-time answers and knowledge prompts, Comcast also doubled down on emotional intelligence training. This dual approach reduced call duration by 10% and improved customer satisfaction by 15%.
Rather than replacing human agents, Comcast used AI to support their judgment and then invested in the soft skills needed to make that judgment effective.
The greatest threat facing contact centers in 2026 isn’t AI. It’s failing to develop the customer service skills required to thrive alongside AI.
Training for the New Role of the Agent
Let’s break down the core skills today’s agents need and how to build them through targeted call center training:
Emotional Intelligence
What it is: Recognizing and managing emotions—both one's own and the customer’s.
Training focus: Situational roleplays, real-time feedback, and reflective practice.
Outcome: Reduced escalations, more confident agents.
Critical Thinking
What it is: Making sense of complex or ambiguous scenarios to find the best solution.
Training focus: Case-based learning and scenario analysis.
Outcome: Improved first call resolution, reduced handoffs.
Adaptability and Resilience
What it is: Staying composed in high-pressure, fast-changing environments.
Training focus: Mindfulness practices, resilience coaching, peer mentoring.
Outcome: Better agent well-being and lower attrition.
Customer Advocacy
What it is: Going beyond the script to represent the customer’s best interests.
Training focus: Empathy mapping, journey storytelling, coaching.
Outcome: Increased Net Promoter Scores (NPS), loyalty.
ROI of Soft Skills Training: More Than Just a Feel-Good Metric
Soft skills training has a measurable business impact. According to research by Deloitte, organizations that invest in human skills development outperform their peers by 20% in profitability. Here’s how:
Lower turnover: Agents who feel empowered and skilled are less likely to leave.
Higher CSAT scores: Customers respond positively to authentic, capable support.
Reduced training costs: With lower churn, you reduce the need to constantly train new hires.
Fewer escalations: Skilled agents can defuse issues before they become problems.
How to Build a Scalable Call Center Upskilling Program
Here are five components of a strong upskilling initiative for contact center agents:
Assess Skill Gaps: Use a blend of call monitoring, QA data, and pre-training assessments to understand where agents are struggling.
Personalize the Learning Path: Create learning journeys tailored to agent needs and aspirations, using microlearning modules, videos, and scenario-based simulations.
Make It Continuous: Soft skills are perishable. Schedule regular refreshers and offer on-demand practice tools to reinforce learning.
Pair Training with Coaching: Coaching brings training to life. Build in 1:1 and group coaching sessions to reflect on real interactions.
Measure and Adjust: Use metrics like CSAT, FCR, agent sentiment, and QA scores to track progress and adjust learning plans.
Are you looking to up-skill your team? Do you feel the need to build more robust soft skills e-learning into your curriculum? Check out VereQuest's customizable soft skills e-learning library. Leverage best practices while saving time and money!
The Cost of Not Upskilling: A Silent Risk
Failing to invest in agent development isn’t just a missed opportunity—it’s a tangible risk. Here’s what that might look like:
More customer churn as empathy and understanding decline.
Increased compliance issues when agents lack judgment under pressure.
Damaged brand reputation from viral poor service moments.
Skyrocketing attrition due to stress and burnout.
As AI accelerates, the skills gap between expectation and execution will widen. Contact centers that don’t bridge this gap now will find themselves lagging behind in both customer and employee experience.
Real-World Success: A Healthcare Call Center Example
A large U.S. healthcare provider revamped its call center training—not by focusing on systems—but on empathy, clinical reasoning, and precision in scheduling. After integrating soft‑skills modules with virtual coaching and e‑learning, they observed a 23 % drop in scheduling errors, an 18 % rise in patient satisfaction, and a notable 32 % increase in agent retention.
These results align with findings in healthcare call center research, which stress that enriching emotional, interpretative, and task‑focused capabilities not only improves patient care but also strengthens operational KPIs.
What Call Center Leaders Must Do Now
If you’re responsible for call center operations or customer experience in 2026, here’s your call to action:
Rethink your training budget. Shift dollars from compliance checklists to human capability building.
Audit your QA and coaching systems. Ensure they reflect the new skills your agents need.
Champion a culture of learning. Make upskilling part of your daily rhythm, not just onboarding.
Pilot and scale. Start with a targeted group, measure the impact, and then roll out.
Conclusion: The Human Edge in a Digital World
Technology is transforming customer service, but it’s not replacing the human touch—it’s magnifying it. In this AI-powered era, the true differentiator isn’t faster response times or perfect automation. It’s the quality of human interactions when customers need it most.
Upskilling your call center agents is the smartest investment you can make in 2026. It ensures your people are prepared, your customers are cared for, and your brand stands out.
Because even in a digital-first world, relationships still matter.
Sources:
Gartner: Future of Customer Service and AI (2024)
McKinsey & Company: "The Human Touch in a Digital World" (2018)
Calabrio: State of the Contact Center (2023)
Deloitte Insights: Human-Centric Customer Service (2021)
Comcast AI Case Study (2024)
Forrester: Contact Center Trends (2025)
VereQuest brings over 20 years of experience delivering expert, human-led solutions that support organizations in building and sustaining a digital-first customer service strategy.
VereQuest offers its Check-Up™ e-learning program — a fully customizable, SCORM-compliant training solution designed to strengthen service, sales, and coaching skills in digital and live customer interactions.
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For companies already using or implementing speech analytics, VereQuest complements these tools by providing independent, expert, human quality analysis that frees up internal resources while maximizing the value of automated solutions.
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At VereQuest, we specialize in helping contact centers elevate agent performance through targeted, human-centered training, services and tools. Whether you're navigating the shift to AI or want to future-proof your workforce with the skills that drive real results, we're here to help.
Let’s talk about how we can support your upskilling strategy with coaching, QA insights, and custom e-learning that aligns with your goals.
Contact us today at info@verequest.com
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