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5 Ways to Empower Contact Center Agents

By Erica Marois | Date Published: April 27, 2018 - Last Updated December 03, 2018 | Comments

A 2015 ICMI study revealed that 86 percent of contact centers don't fully empower their agents. Is your contact center part of the majority? Here's a bit of advice from the #ICMIchat community.  For even more advice, and a full chat recap, check out this transcript.

Bonus: Join Jeff Toister for session 402 at ICMI Contact Center Expo!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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