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The Rise of Super Agents

Katherine Gouldin Katherine Gouldin Brand Communications Associate

In this age of acceleration and of artificial intelligence (AI), it is certain that more and more jobs will be automated as we move into the future. As this shift towards AI continues to develop, some customer service jobs will disappear, while some jobs will flourish – only the top-tier customer service experts that excel at creating personal connections that no machine is capable of fulfilling will keep them.

How can you ensure that your customer service experiences evolve to the next level? Grow yourself into a Super Agent.

According to the article entitled, “How To Empower Agents To Become Super Agents”, by Sam Del Rowe, a Super Agent is someone who is “rising above the traditional skillset and is aspiring to learn and demonstrate a new level of excellence in customer service, someone who goes far above and beyond simply handling cases. This person is a customer service expert, leading by example with a high level of emotional intelligence and empathy.”

One of the key components of becoming a Super Agent is a training program that never stops. Super Agents adopt a mindset that learning and growing are continual and necessary to stay up to speed with technology and other trends. Training across teams to create unity is also important because cross-training ensures ease of process and a seamless experience for the client. When agents are cross-trained the client has a consistent experience, which in turn develops into your signature brand experience that clients will love. Continual learning is essential because mistakes from the past won’t be made twice, and successful interactions will be repeated more often when agents are educated collectively.

In each interaction with clients moving forward, agents should aim for going above and beyond any service experience they have ever delivered before.

Soft skills are what set Super Agents apart from an interaction with a machine. Super Agents have the ability to bring humanity into their daily communications, and build lasting relationships in which the clients feel confident, safe and seen. When agents feel empowered by their company and their company’s leadership to be who they are, and to embrace their own approach, Super Agents are born. Organizations that trust their employees to communicate the way that the employee prefers, and that value the employee’s uniqueness, ultimately channel the employee’s passion and ambition into impeccable service.

Production Solutions already has Super Agents within us, growing and learning every day. We are proud to develop and retain personal and highly human relationships. Everyone should consciously take steps every day to upskill and grow into a Super Agent. You can start by making an effort to remind yourself, as well as your neighbor, that you are SUPER!

About the Author

Katherine Gouldin
Katherine Gouldin Brand Communications Associate

Katherine is PS’ Brand Communications Associate and she has been serving with PS since 2019. Living in Great Falls, Virginia, Katherine loves writing and reading about self-improvement topics, practicing mindfulness meditation, trying international cuisines, and learning about people’s stories. Katherine is passionate about philosophy and spiritual development, she lived in Italy for five months, and she has been skydiving twice and highly recommends it!

Responsible for supporting and executing internal and external communications for PS, Katherine ensures consistent brand messaging and engagement. She supports PS leadership by writing the company Win Report and newsletters, gives a voice to the incredible work being accomplished at PS through blogs, manages social media and supports sales enablement activities. Katherine loves contributing to a mission that has purpose and makes a powerful impact.