Empowering the Entire Employee

Setting agents up for success in the era of the employee.

 

The “Great Resignation” has been impacting the service function in profound ways.  Only one-third of frontline service agents would call themselves engaged with their job, and it’s becoming harder to hire replacements.  The problem is the job itself; workers are often treated as a commodity and expected to handle increasingly complex work using rigid processes.

To combat disengagement service leaders must focus on the core purpose for having service agents: solving the most pressing customer problems. 

What will I learn?

  • How to enable agents to handle more complex customer situations
  • Tips on leveraging technology to simplify agent workflows
  • The power of coaching in developing critical agent skills

Enjoy!

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