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To celebrate Independence Day here in the U.S., our #ICMIchat for the week was all about freedom--for employees, that is. A small but mighty group of 15 customer service professionals gathered together to discuss ways to empower frontline agents with more authority and flexibility.
What does employee empowerment mean? Chat participant and author Jeff Toister shared the following definition:
Empowerment is a process of enabling employees to do their jobs. In my context, this usually means providing outstanding customer service.
What does that look like in action? Here are six real-world examples. For a full recap, be sure to check out the transcript from the July 2 #ICMIchat.
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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