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Common Ways Contact Centers Prevent Agents from Saying "Yes"

By Erica Marois | Date Published: September 28, 2018 - Last Updated December 03, 2018 | Comments

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."

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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