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If you run a contact center, you’re probably proud of your agent training program. (If you’re not, hopefully you’re figuring out a way to change it.) You can teach agents to speak on the phone. You can teach them to use a telephony solution, a headset, a CRM solution, workforce management and any number of other applications required for them to do their job. You can ask them to be empathetic and patient (easier said than done!) But it’s a much bigger challenge to assess and train them for unexpected situations in which customers are reaching out in a vulnerable emotional state.