For training, coaching, and supporting your agents and reps
Without getting into a debate about whether younger generations are entitled, lazy, too sensitive, or whatever else I've heard at call center conferences, there seems to be consensus that new hires struggle with the soft skills.
Now, improving soft skills will require training and coaching – there's no way around it. But you can also improve soft skills by removing the requirement to memorize procedures and processes and letting your agents focus on your customer (instead of worrying about how they're going to solve the problem).
Soft skills include being present and having empathy. And it is very difficult to be present and focused on the other person when we aren't confident in our abilities.
If an agent is on the phone with a customer, and that agent isn't sure how they'll be able to help the customer out (because they haven't memorized what to do yet), it will be very difficult for your agent to be present and demonstrate empathy.
So, what can you do as a manager or a trainer? You can build your agents' confidence during your training by going through several scenarios and letting your agents resolve them by using your Conversation Flows in your knowledge base.
Also, let your agents know that it's okay if they don't know the answer right away because they can figure it out. And then, give them the resources they need to be able to figure it out.
When you remove that burden of needing to know everything, your agents can focus on using the soft skills that you teach them, and be more present and empathetic with the caller.