It is generally recognised that empowered agents provide higher levels of customer satisfaction.
In this webinar we ask our panel for their advice on the best ways to introduce and maintain agent empowerment – from measurement to ownership, and from technology to shift patterns.
- The best ways to empower agents
- How much money should an agent be allowed to compensate a customer without asking for approval
- The best and worse measurements to use with empower agents
- How to measure agent empowerment
- Quality monitoring and agent empowerment
- Fixing broken processes
- Taking ownership for problems
- Allowing agents to pick or change their own shifts
- Top tips from the audience
This webinar was brought to you by Call Centre Helper and is sponsored by Business Systems