How to Fearlessly Empower Your Contact Center Agents

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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

Brought to you by:

Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

Jeff helps customer service teams unlock their hidden potential.

He has written three customer service books, including the bestselling The Service Culture Handbook : A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video- based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff's training videos include Customer Service Foundations and Leading a Customer-Centric Culture.

Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.

Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.

Customer Experience Update