We've recently discussed empathy, humanizing IT and active listening at the service desk, and yes, they matter a great deal in a support environment.
But let's not pretend confidence doesn't resolve incidents faster.
Because of the best support agents, I've worked with?
- They know they're skilled.
- They know their solutions work.
- They know they bring value to every interaction with end users or their colleagues.
No one can deny it. The best support agent's energy is contagious.
Here's what happens when support agents work with confidence:
- End users trust them to solve their issues quickly.
- They handle frustrated users without losing composure.
- They turn challenges into opportunities to impress.
Confidence doesn't mean arrogance.
You don't have to be loud or the most outgoing agent in the call center. However, you must also believe in your troubleshooting skills and the solutions you provide. Because if you sound unsure, users will also feel uncertain.
The best support agents may be confident. Not because they're full of themselves, but because they've put in the effort to know their stuff.
Confidence isn't optional in support. It's the foundation.