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A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat community. For even more advice, and a full chat recap, check out this transcript.
Bonus: Join Jeff Toister for session 402 at ICMI Contact Center Expo!
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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