Listening is the first step to communication. Active listening, in particular, involves paying attention to the customer’s words and processing them. It also requires the ability to resist the temptation of interrupting and respond in a thoughtful and validating way. Agents in a contact center are often faced with many problems from customers. Agents must actively listen to customers in order to fully understand their problem and find the right resource to assist them. Active listening is also essential when dealing with angry customers.