Operators in 2026 need foundational skills: clear voice, listening, handling customer emotions, managing calls properly, plus new skills in the AI era such as using support tools, switching tasks at the right time, and multi-channel work. AI takes care of the repetitive work, operators focus on what needs humans: consulting, persuading, handling complaints. Zenify credits AI support for reducing processing time by 35%.
TL;DR
- Foundational skills: voice, listening, handling emotions.
- Process: grasp customer information, resolve, record.
- AI era: use suggestion tools, switch jobs at the right time.
- Multi-channel: customers call and then switch to chat, without losing context.
- The best skill is associated with satisfied customer results.
Base skills do not change
1. Clear, friendly voice
Clear pronunciation, medium speed, friendly intonation.
Guests only hear your voice, your voice is your "face".
2. Active listening
Listen to real needs, do not interrupt, and confirm information.
Frustrated customers often want to "hear" before hearing the solution.
3. Handle guests' emotions
Angry customers, urgent customers, stay calm, reassure, do not confront.
Mantra: "Don't worry, I will help handle it."
4. Problem-solving mindset
Don't rush to transfer it to another department, find a solution.
Know when to escalate and when to handle it yourself.
Process skills
Get quick information: Open the guest profile, know what they asked (see Guest Profile 360).
Resolve the right process: right steps, right commitments (see What is SLA).
Take full notes: write down needs, promises, statuses, don't "remember in your head".
Clear handover: When leaving a shift, the customer being processed must be transferred to the next person (see Multi-agent: chia inbox).
New skills in the AI era
1. Use support tools
AI suggests answers, summarizes conversations, and knows how to use them faster.
Regardless of AI, employees are still the decision makers.
2. Switch jobs at the right time
Repeated question → let AI/bot answer; jobs that require humans → self-processing.
Know how to classify quickly (see AI containment).
3. Multi-channel
Customers call and text Zalo/Messenger, must keep up, not lose context.
Handle both calls + chat on one screen (see Multi-channel consolidation).
4. Read basic data
Understand your FRT, CSAT, self-monitor and improve.