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How to Empower Agents to Focus on Customers

By Erica Marois | Date Published: April 27, 2017 - Last Updated October 12, 2018 | 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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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