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Great support agents have a proactive mindset and can anticipate customer needs based on the contextual information stored in files and address concerns before customers even ask. Since they’re often the first to hear about recurring problems, customer service agents need to proactively anticipate issues, research solutions, and recommend changes.

An employee’s proactive mindset and behavior are telltale signs of an agent’s customer support experience and level of engagement. With this skill, agents can successfully eliminate concerns and create a better CX.