Critical thinking is an essential skill that involves analyzing and evaluating information objectively, making logical connections, and drawing reasoned conclusions. It focuses on examining ideas, arguments, and situations to assess their validity, reliability, and logical consistency.

In the context of a non-emergency call center, customer service representatives must possess strong critical thinking abilities to effectively address the diverse needs and concerns of citizens. Effective critical thinking ensures that customer service representatives can offer accurate and timely assistance, address citizen concerns, and navigate complex situations with confidence.