Are You Doing Enough to Empower Your Agents?

Technology, when thoughtfully applied, is a powerful catalyst for both agent productivity and customer satisfaction. Want to discover how to harness its potential?

We’ve rounded up these essential tips from our recent webinar – where customer loyalty expert Vinay Parmar and Toussaint Celestin from Talkdesk explored one very crucial question: “How can AI be leveraged to unlock the full potential of your agents?” and shared their expertise on how to create an environment where they can thrive and deliver unforgettable experiences.

The Importance of Agent Empowerment

Agent empowerment refers to the practices and policies that allow customer service representatives to make decisions autonomously to resolve customer issues effectively.

This empowerment is rooted in creating a supportive organizational culture that fosters confidence and emotional safety for agents.

Empowered agents are more likely to deliver exceptional customer experiences, as they feel valued and trusted by their organization. This, in turn, translates into higher customer loyalty, repeat business, and positive word of mouth.

It goes beyond policies, however; it encompasses emotional and psychological aspects that influence an agent’s decision-making ability.

Empowered agents drive efficient and effective customer resolutions. Granting your representatives the authority to make informed decisions helps to streamline processes and deliver faster, more satisfying support.

AI’s Role in Agent Empowerment

As Celestin highlighted, AI can assist agents by:

AI can really level up contact centre agents by giving them quick access to the information and resources they need. This not only enhances their ability to resolve customer issues swiftly but also boosts their overall confidence.

Relieving agents of mundane tasks with AI creates opportunities for them to focus on complex, engaging work, leading to a more fulfilling and productive experience.

For top examples of where AI is transforming the role of agents to deliver exceptional CX, read our article: The Superhuman Touch – How to Blend Agents and AI for Maximum Impact

The Challenges Agents Face Right Now

The webinar panellists also shed light on some of the common struggles contact centre agents face, like slow response times, difficulty finding the right information, and managing a high volume of customer calls.

Recognizing these challenges is the first step toward finding solutions that improve the agent experience, which in turn boosts customer satisfaction.

Another of the barriers to effective empowerment is the fear of making wrong decisions. Many agents hesitate to act autonomously due to concerns about breaching company policies or facing repercussions.

For empowerment to really take off, it’s essential to get buy-in from all departments. Sharing data and metrics that show how agent empowerment impacts the business can help rally support from various teams, ensuring everyone is on the same page when it comes to delivering excellent customer service.

If you are looking for ideas on how to help share the call centre with the wider company, read our article: 12 Inspiring Tactics for Sharing the Call Centre With the Wider Company

First-Hand Experience From the Audience

The webinar audience were also super-keen to share their insights on how they empower their agents.

Here are a few of their best tips for you:

Let Your Agents Know How They’ve Made a Difference

Every day, we let our agents know verbally and visually how their work impacts our business mission and how they’ve made a difference.

Contributed by: Mark, a regular Call Centre Helper reader

Always Make Sure You Remember to Say “Well Done”

A big piece from my team is how “valued” they feel and how their performance makes a contribution to the centre targets and objectives.

One of the most powerful phrases in leadership is “Well done” and making sure people understand what a difference their efforts and performance makes.

Contributed by: Paul, a webinar attendee

A goodwill gesture can also go a long way. For advice on what you can offer your employees, read our article: 18 Goodwill Gestures to Build Better Employee Relationships

Schedule Time to Be Visible on the Floor

Recognition is a massive part of engagement, and as a leader, I know that recognition and engagement starts with me.

On a daily basis I schedule time in my calendar to be visible on the floor and directly spend time with my agents, calling out performance, great quality scores, fantastic attendance, or even just acknowledging a great phrase that someone may have used on the phone when talking to a customer.

Contributed by: Colby, a regular webinar attendee

Give in-the-Moment Coaching That Makes Agents Feel Good

As I monitor calls, I go out and give in-the-moment coaching, and that makes our agents feel good knowing how they can improve – instead of waiting for the score. It also allows me to give immediate praise for a job well done.

Contributed by: Kim, a Call Centre Helper reader

For more advice on finding a coaching model that works for your agents, read our article: Contact Centre Coaching Models: Which Is Best for Your Coaching Sessions?

Frame Mistakes as Opportunities for Collective Learning

Remind your team that their contributions drive both team success and company growth.

Celebrate successes but also frame mistakes as opportunities for collective learning and improvement.

Contributed by: Leslie, a webinar attendee

Always Include “Kudos” to Shine Light on the Great Work the Team Is Doing

I have a team that helps with call monitoring and it is an expectation to include “kudos” to shine light on the great work the team is doing.

They are also assigned someone to support (a “secret supporter”), where they intentionally look out for the good and praise them for it.

Working remotely, we have learned we have to be intentional with engagement. Making the team feel empowered to share feedback without having to go through management has improved the peer-to-peer culture.

Contributed by: Jen, a regular Call Centre Helper webinar attendee

Recognition is a great way to engage and empower agents. For advice on how to do this, read our article: Top 10 Ways to Show Agents They’re Appreciated

Key Learnings You Can Try Out Today

To help you prioritize your next steps and refine your CX strategy, here’s a round-up of the latest ideas and thinking in agent empowerment:

Leverage AI to Empower Your Agents

AI can be a total game-changer for your agents. It helps them quickly find the info they need, so they can handle customer queries faster and with more confidence.

Address Common Agent Challenges

Take a moment to think about the everyday hurdles your agents face – things like struggling to get the right information quickly or juggling too many tasks at once. Pinpointing these issues is the first step to fixing them.

Implement AI Solutions to Streamline Processes

AI can take care of the routine stuff – like answering simple questions or pulling up customer info – giving your agents more time to focus on the tricky problems that really need their attention.

Broken processes in the contact centre scream ‘inefficiency’. To find out how to spot the common ones, read our article: Key Signs of Broken Processes (and How to Fix Them)

Learn From Industry Case Studies

Look at how other industries, especially in finance, have used AI to boost their contact centre game. The results speak for themselves: faster service, happier customers, and more efficient teams.

Create a Supportive Work Environment

A happy agent is a productive agent. Make sure your agents feel supported by offering great leadership, continuous training, and the right tools to do their job well.

Get Cross-Departmental Buy-In

If you want your empowerment initiatives to succeed, you need everyone on board. Work with teams like marketing, IT, and HR to get them aligned with what you’re trying to achieve in the contact centre.

Use Data to Measure Impact

Data is your friend here. By keeping track of agent performance and customer interactions, you can see the direct impact of your empowerment efforts – and use those insights to keep improving.

You’ve Got to Build a Culture Where Agents Feel Supported

To wrap things up: nailing the customer experience with your agents isn’t just one thing – it’s a mix of a few key pieces. You’ve got to build a culture where they feel supported, use the right tech to make their lives easier, and have leaders who really get it.

When your agents feel good, they’re more confident and happy. That translates directly into happier customers, who stick around longer. And, well, that’s good for everyone!

For more information and advice on empowering your agents, read these articles next:

• Arm Your Agents in the Battle Against Stress
• Training Your Team to Take Ownership
• What Does Employee Empowerment REALLY Mean?

Author: Stephanie Lennox
Reviewed by: Jo Robinson