An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. One of the main inhibitors is fear. Agents worry about doing the wrong thing and getting in trouble. Contact center leaders worry about agents giving away too much or serving customers inconsistently. And executives worry about the cost of investing in new tools and resources.
By the end of this webinar, you will know:
- Clear and actionable steps to immediately improve agent empowerment.
- Gain practical tips from case studies featuring leading companies
- Learn the tools to allow agents to deliver remarkable experiences
November 28th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT