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Empowering Agents with the Right Information and Training

By Erica Marois | Date Published: July 07, 2014 - Last Updated September 26, 2019 | Comments

In today's multichannel contact center it's more important than ever to empower agents with the tools and technologies they need to feel most confident supporting customers.

In this video, ICMI founder Brad Cleveland chats with eCornell regarding the information and training today's agents need to succeed.

Watch and learn, and share your feedback in the comments.

How have training needs shifted in recent years in your contact center?

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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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