If you’ve been around the call center industry any length of time (say, 5 minutes), you’ve heard the buzz about “agent empowerment.” It’s a hip-sounding phrase, and if you’re a call center representative it has a nice ring to it. If you’re a call center manager, however, it may sound more vague and perhaps threatening to you (“I’m supposed to be the one with the power, right?”).
Of course, if you’re a call center manager, the chances are you’re a “people person,” anyway — since that’s an essential quality for success in the people-intensive call center environment — so you may already be touchy-feely and confident enough to appreciate the idea of empowering your employees. Don’t be scared: it will be good for you!
To help everyone understand the truth behind the buzz about agent empowerment, ICMI assigned our crack research team (that would be Greg Levin) to investigate. You can read the report for free if you’re an ICMI Member, or download it for $24.95 if you’re not so privileged. Here’s what you can expect: Read the rest of this entry »
