Introducing Superagents: A New Series on the Symbiosis of People, Technology, and CX

When most people hear “CX technology,” they think of bots and automation. But ask anyone who has spent time on the call center floor, and you’ll hear a different truth: the greatest impact comes when technology augments people, not when it replaces them.

That’s the vision behind Superagents, a new series on the Sanas blog. In each installment, I’ll explore how technology across recruiting, training, production, QA, and infrastructure can help every agent perform like your best agent. 

I’ve spent over two decades in this industry, first as an agent myself, then as a Senior Leader, Executive, Founder, and investor. Now, I’m starting my next chapter as a Sanas Evangelist while launching InfiniTECX AI, an AI solutions company bringing the most advanced deeptech products being built into the CX space. 

In this article series, I’ll share the tools, practices, and stories that show what it takes to create Superagents.

From Agent to Evangelist

I still remember my first call center job at 18. I’d introduce myself using my real name, Massih.  Immediately, almost every time, I’d hear: “Who’s Massih? What kind of name is that?” That started the conversation down the wrong path. I was playing defense from the start of the call, having to build rapport from that took work, wrecking my average handle time — and my confidence.

Weeks later, my supervisor suggested an alias: “How about Marty?” I agreed, thinking I’d only be in the job another week. But everything changed that day. With one word, the calls flowed more smoothly. My metrics improved. My confidence soared, and a career was started. 

That moment taught me a lasting lesson: when you give agents an equal playing field, they thrive. I felt, for the first time, like I was on common ground with the customers I spoke to, and my performance reflected it.

I worked my way up from agent to supervisor, manager, VP, C suite, and eventually founder. Along the way, I built companies, ran global operations, and always spent my time on the call center floor. The floor is where you hear the real story: agents struggling, improvising, winning small victories every day. My philosophy has never changed: when the agent wins, everyone wins.

Years later, when I heard about the idea of Sanas, I immediately wanted to get involved, as that same belief guided me and told me this would be a game changer. At first, some worried: “Is this hiding identity?” But when agents turned on Sanas, they told us the technology made their lives easier. It gave them confidence. It replaced old practices like accent training with effortless real-time clarity while they spoke naturally. It showed me once again that when technology empowers the agent, the metrics follow. This was exactly what I predicted would happen. 

Now, with InfiniTECX AI, I’m expanding that mission. From my seat as an investor and builder, I get a front-row view of the most exciting deep-tech innovations in CX. This series will bring that perspective to you: spotlighting technologies that elevate agents, reduce attrition, and move the KPIs that matter.

The Roadmap: What Superagents Will Explore

Automation once promised to make agents obsolete. That hasn’t happened. In fact, with AI taking on the quick, rules-based tasks, human agents are more critical than ever. When a customer finally reaches a live agent, it’s because the problem is complex, urgent, or emotionally charged: the kind of situation where empathy and judgment matter most. 

But to succeed, agents need support. They need tools that scale their knowledge, reduce friction, and let them bring their best selves to every call. That’s where technology comes in. The right tools don’t replace people, they make people better. They turn agents into superagents.

In this series, we’ll look at five stages of the agent journey where technology makes the biggest difference. Each one is an opportunity to close the gap between top and bottom performers by pairing human skill with the right tools.

• Recruiting: Smarter assessments and data-driven matching can put the right agent on the right program. Instead of one-size-fits-all hiring, companies can align agents to the roles where they’ll perform best and stay longer.
• Training: Simulator-style tools and analytics can shrink ramp time from months to weeks. Adaptive learning systems personalize how agents practice and improve retention by meeting them where they are.
• Production: Real-time copilots can provide prompts, recommendations, and policy checks in the flow of a live call. That means agents can stay focused on the customer, not on the system.
• QA & Compliance: AI-driven transcription and analytics ensure that every call (not just a random sample) is evaluated fairly. Teams can mimic best practices from top performers, flag risk behaviors, and maintain 100% compliance, even in regulated industries.
• Infrastructure: Behind the scenes, network stability, latency, bandwidth, and cybersecurity determine whether all these tools succeed. Building an efficient, secure foundation ensures clarity and consistency every time an agent logs in.

Each article will highlight the latest innovations, practices that work, and the KPIs that prove impact. You’ll come away not just with ideas, but with actions you can take Monday morning to make a difference for your team.

What’s Next

Superagents is about giving leaders a clear view into the tools and practices that elevate their workforce. It’s about building technology that empowers — not replaces — the people who make customer experience work.

Stay tuned for our next article, where we’ll start at the beginning of the agent lifecycle with a deep dive into recruiting. We’ll uncover the technologies, metrics, and best practices that turn hiring from a numbers game into the foundation of a superagent strategy.

Until then, I invite you to reflect: Where are your agents struggling most? And what technology could give them the confidence to win?