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!