Chat agents differ from phone agents in three key ways: all customer perception flows through written words alone, they manage multiple simultaneous conversations, and typing speed is a hard minimum requirement — typically 35 to 40 words per minute.
The six skills hiring managers look for in customer service agents are: composure under pressure, empathy, active listening, creative problem-solving, patience, and clear communication. These are behavioral traits — not qualifications that appear on a resume.
