Confidence or the belief on oneself is very important in any endeavor including at work. In a call center company, an agent’s confidence is crucial because it constitutes part of the nature of customer service. Confidence is important in communication in order to impart messages with clarity and sincerity. This is especially true because agents usually communicate with foreign clients who could be intimidating and demanding. Boosting the confidence of call center agents is therefore an essential function of managers and supervisors.





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