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How to Empower Agents to Focus on Customers

By Erica Marois | Published: April 28, 2017 | Comments

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! 

Erica Strother headshot

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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