Inside the Mind of a Customer Support Agent

Customer Support Agent

If there’s one major complaint that almost every tech company in the world has to deal with from time to time, it’s tech support. When you have upset people with problems having to jump through the hoops often associated with putting in a customers service request, the results are often quite negative.

Having the right people in place is always a challenge, as the pay is normally at the low end in the tech world while the skill required is often high. This infographic by our friends at ZenDesk can be used as a roadmap when looking for that exact right person to represent your company on the phone and via chat.

Tech support is not fun. It’s up there with telemarketing and law when it comes to appealing to a specific type of individual. The right people makes the challenges much easier to face.

Click to enlarge.

Customer Support
Written by Connor Livingston

+Connor Livingston is a tech blogger who will be launching his own site soon, Lythyum. He lives in Oceanside, California, and has never surfed in his life. Find him on Twitter, Facebook, and Pinterest.
SEE MORE ARTICLES BY "Connor Livingston"

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6 Comments »

 
#1
Zippy Cart
April 25th, 2011 at 8:27 pm

That’s a pretty comprehensive diagram. It’s true, though, customer support reps do need to be swirling maelstroms of productivity!

 
 
#2
Blah
April 26th, 2011 at 8:24 pm

this might be funnier if the link to view the diagram full-size actually worked so the text was readable.

 
 
#4
Rupy Yuan
May 8th, 2011 at 11:48 am

A glitch? That’s why we all call tech support and as an adjunct, why even after I am retired, I can dream the red dot dream, http://www.youtube.com/watch?v=LImhTTFu4b8

[$M.]

 
 
#5
Birgit Pauli-Haack
April 27th, 2011 at 10:41 pm
 

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