With the growing demand for multichannel customer service, more and more contact centers are recognizing the benefits of hiring and training agents to handle multiple service channels simultaneously (i.e. phone, email, chat, and social). These types of agents are being referred to as super-agents.
Today, contact centers are striving to meet the demands of connected consumers, who want near-immediate results on their channel of choice.
Here is a checklist of skills to look for when on the hunt for an effective super-agent: