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Common Ways Contact Centers Prevent Agents from Saying "Yes"

Over the years, the ICMI Global Contact Center Awards program has recognized organizations such as LEGO, Chewy, moo, and Farmers Insurance, just to name a few. All of these brands are known for delivering an outstanding customer experience.

As we analyzed the hundreds of winning applications we've received, we developed a list of common characteristics of award-winning contact centers. One of those characteristics: winning service organizations empower their employees to say "yes" to customers.

Are your agents empowered to do the same? In this #ICMIchat recap, participants share common ways contact centers encourage agents to say "no."