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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!