A superhero cannot go through life as a superhero twenty-four hours a day. Clark Kent, Superman’s secret alter ego knows all about it. Unfortunately. Even your support staff looks very ordinary most of the day, but under those neat office clothes – or that comfortable house suit – is a super agent. Combining a good support agent with the right technology creates superpowers that help your customer super fast and very efficiently. Here are the 8 most important superpowers.

1 Self-service technology

With self-service technology, knowledge base articles can be searched quickly and easily. Couple customer and order data with that and mix that with a sauce of smart chatbots, and your customer almost has his or her question answered before the question has even been asked.

2 360-degree view

If it is a really complex issue or if the customer asks for a flesh-and-blood employee for any other reason, then that employee gets all the relevant information from the customer right in front of his nose. This way, the employee has a 360-degree view of the customer and can almost fill in the customer’s question – and answer it immediately!

3 Continuous learning system

A superagent is constantly learning. Articles are updated by employees and published after review by the manager. Changed and new articles are actively brought to the attention of your employees, allowing them to get up to speed faster and find relevant information at lightning speed. This not only benefits your employees, but also the customers who use the self-service functionalities.

4 Emotional intelligence

A super agent not only provides exceptional service, he or she is also characterized by a highly sensitive empathy sensor. Every super agent has a high EQ and is very adept at handling emotionally charged situations well, avoiding them and ensuring successful conversational outcomes. Empathy is an essential skill for anticipating and responding to customer questions and needs.

5 Multitasking

Multitasking doesn’t work? With a super agent it does! Nowadays a lot is asked of a support employee. He or she must use all superpowers to keep up with everything that’s going on while ensuring quality. More than ever, multitasking and handling interactions across multiple channels – and doing it well – is a crucial part of contact center workers’ work.

6 Drive to take own initiative

In addition to good support systems, a support person must also be given – and take – the space to develop their own initiatives and rely on their own knowledge. There are always problems or issues that cannot be captured in a knowledge base article or procedure. By combining the knowledge base articles with the right procedures ánd the employee’s own initiative, complex issues are solved in the most professional way.

7 Team player

Just as Clark Kent had to cooperate with Lois Lane, a super agent must also understand the value of good cooperation. Knowledge is power, but sharing is strength. The super agent understands this and shares his knowledge with colleagues so that it reflects on the entire department and benefits the customer. By encouraging your employees as department managers to share new solutions and discoveries with each other, you create even more super agents.

8 Adaptability

Applications are adapting more often and faster, and new features appear before your eyes. To do this, a super agent must constantly call on his adaptability and will quickly master it. Often faster than you think…

Curious?

That ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. It determines the future sustainability and success of an organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.