Engagement is about giving agents the environment, culture and systems to reach their potential, encouraging them to care about their customers and ultimately, the aims of the organisation in which they work. Empowerment implies trust in these agents, and an acceptance that some of the tight control that has been a feature of traditional contact …
The post The Inner Circle Guide to Agent Engagement & Empowerment appeared first on TechRepublic.
Click here to read the full article
Powered by WPeMatico