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5 Ways to Empower Contact Center Agents

By Erica Marois | Date Published: April 27, 2018 - Last Updated December 03, 2018 | Comments

A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat community.  For even more advice, and a full chat recap, check out this transcript.

Bonus: Join Jeff Toister for session 402 at ICMI Contact Center Expo!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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