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Common Ways Contact Centers Prevent Agents from Saying "Yes"

By Erica Marois | Date Published: September 28, 2018 - Last Updated December 03, 2018 | Comments

Over the years, the ICMI Global Contact Center Awards program has recognized organizations such as LEGO, Chewy, moo, and Farmers Insurance, just to name a few. All of these brands are known for delivering an outstanding customer experience.

As we analyzed the hundreds of winning applications we've received, we developed a list of common characteristics of award-winning contact centers. One of those characteristics: winning service organizations empower their employees to say "yes" to customers.

Are your agents empowered to do the same? In this #ICMIchat recap, participants share common ways contact centers encourage agents to say "no."

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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