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Tackling Imposter Syndrome in Remote Technical Support Agents
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Read More →: Tackling Imposter Syndrome in Remote Technical Support AgentsAs a seasoned leader, I have encountered several cases of imposter syndrome in remote technical support agents and have experienced it personally. It is a common phenomenon where individuals doubt their skills and fear being exposed as frauds. Remote technical support agents may feel inadequate due to their lack of experience or knowledge in certain…
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Using Active Listening: A Key Skill in Technical Support Interactions
Read More →: Using Active Listening: A Key Skill in Technical Support InteractionsDuring my career, I have seen the importance of active listening in reading customer sentiment. It is a crucial skill that can make all the difference in providing exceptional customer service.
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Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.
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Read More →: Incorporating Emotional Intelligence into Performance Management to Help Managers Empathise with Support Agents’ Challenges.As a technical support manager or leader, you know how important it is to effectively manage your team’s performance. However, performance management is not just about numbers, metrics, and targets. It’s also about creating a culture of empathy and understanding towards your support agents’ challenges.