Teaching your Agents to do the Right Thing
26th March, 2009 - Posted by Pam - No Comments
A critical piece in doing the right thing for your customers is teaching your agents how. Strict policies and guidelines are not the way. Empowerment is the way. Allow your agents to make decisions - in fact insist they make their own decisions and deter them from escalating phone calls to their supervisor. Prescribe a general » Read More
