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Ask the Expert - How to Really Empower your Agents

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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.
Carolyn Blunt - headshot
Carolyn Blunt
Ember Real Results
Emma Bridger - headshot
Emma Bridger
People Lab
David Evans - headshot
David Evans
Business Systems
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
Topics to be discussed
  • 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