A given MSP company has a natural prerogative to retain cutting-edge familiarity. If you’re paying attention, you know that the modern world has reached a sort of turning point right on the edge of the supposed singularity that’s been in the wings for decades. Google launched their first “quantum” computer in the fourth quarter of 2019. AI chatbots make it so that, sometimes, customers can’t even tell if they’re talking to a real person or a machine.
Retaining Human Viability
Automated technology solutions are reaching a point where they can truly rival human systems, and that means you’ve got to double down on the humanity of your team to retain cost-effective utility of manpower. Following, we’ll cover a few ways you can do that:
Expand How Effective Team “Soft Skills” Are
Soft skills are fundamental to maintaining human usefulness. Computers can’t figure out emotional cues, and their “critical thinking” capacity, even in a quantum state, is limited to pure logic. The universe in which we live is not purely logical by any definition, regardless of an individual’s ideology. The “human” or “biological” computer can handle this reality, and doing so well is actually a skill. All humans can do this, some do it better than others.
Ironically, in IT, most people are not really all that socially inclined. So the solutions they’ve designed to bridge the gap–namely computers–are now replacing them. That’s a supreme irony! Well, your MSP needs to anticipate this by identifying, encouraging, and strengthening soft skills however possible.
Find Ways of Expanding Your Team’s Emotional Intelligence (EI)
Your MSP company needs to establish means of determining emotional intelligence and appropriately expanding it. Soft skills require EI. Now EI will mean taking subtle cues, and sometimes obvious ones. For example, sometimes you’ll be dealing with a customer who is not happy and has no qualms letting you know.
Matching their emotion will not diminish their displeasure. However, letting them “get it all out” before you try to divert the topic can be quite helpful. EI assists in identification. Also, it’s notable that people do not like being relegated to a computer’s preprogrammed options. Solid EI reveals this.
Take Measures to Expand Empathy, Human Skills, and Knowledge
Empathy and knowledge of emotional states represent human skills which you should strive to expand as computational automation overtakes normal infrastructure. As IoT technology becomes dominant, fewer and fewer actual human interactions will define business. You need to get ahead of that.
Safeguarding Team Effectiveness Through Human Skills Development
As an MSP company, you want to expand empathy, EI, and soft skills throughout your team. Technological developments will encourage increased automation, and you must retain cutting edge facility as a tech company. However, if you’ve got a team with established soft skills, EI, and empathy, you’ll be desirable to customers.