Technical Support Agent Survival Skills

Overview/Description
 Coping with stress is an everyday issue for the Technical Support Agent (TSA). The focus of this course is specifically directed to the situations that TSAs encounter. The course will help the TSA avoid burnout and manage job responsibilities by identifying the causes of stress, prevention methods, and time management skills.

Target Audience
 Technical Support Agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center

Expected Duration
3.5 hours

Lesson Objectives:

Stress Initiators

  • recognize the benefits of identifying stress initiators.
  • identify job-related and non-job-related causes of stress in a contact center environment.
  • select examples of conflicting customer demands and company constraints on the technical support agent's job that cause stress.
  • differentiate examples of technical support agent customer encounters as potential stress initiators.
  • select appropriate examples showing how insufficient resources make the technical support agent's job more stressful.

    • Managing Stress

  • recognize the benefits to the technical support agent of managing stress in his or her work environment.
  • match each of the three stress levels to an example.
  • analyze stress-related risks in a given scenario and determine stress levels.
  • sequence examples of the steps TSAs need to take to prevent stress.
  • apply guidelines or principles to choose appropriate prevention strategies to prevent stress in a given contact center environment.

    • Time Management

  • recognize the job-related benefits to technical support agents of improving their time management skills.
  • match the priority ratings with examples.
  • determine priority rating by analyzing tasks that need to be carried out in a given contact center scenario.
  • apply steps to help a technical support agent to manage work time more effectively in a scenario-based contact-center environment.

    • Course Number: CUST0164