26% of Agents are Fully Empowered to Resolve Contacts 460 Filed under - Archived Content According to our poll, little over a quarter of agents are fully empowered to operate, within own discretion, to resolve a contact. Poll – “Do Your Agents Feel Empowered to Resolve Contact?” – answers Agents operate from defined scripts – 22% Any changes require approval – 19% Agents operate within boundaries – 55% Agents can make small allowances for customer needs – 39% Agents are empowered to operate within own discretion – 26% (Multiple answers were allowed during this poll, so the total does not add up to 100%.) Source: Call Centre Helper webinar: Improving First Contact Resolution Sample size – 148 Date: October 2014 Author: Megan Jones Published On: 14th Jan 2015 - Last modified: 23rd Sep 2019 Read more about - Archived Content Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter