How to Empower Agents to Focus on Customers
Empowering contact center excellence for 30 years!

How to Empower Agents to Focus on Customers

Contact center agents have the huge responsibility of serving customers, but they're too often burdened with policies and procedures that hinder their mission. Disparate technology, competing priorities, misused incentives, and a lack of training can all distract agents from what matters most. How can contact center leaders empower their agents to focus on customers? That's what we discussed during this week's #ICMIchat! Check out the full transcript on Storify and watch the video below for six quick tips.


Join us next time! We chat every Tuesday at 1:00 ET. Just use follow and use our hashtag (#ICMIchat) on Twitter to participate! New to Twitter chats? Email me if you need help! 

Topics: Customer Experience, All About Agents


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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