Empowering Employees as Customer Advocates: Overcoming Barriers

Empowering Employees as Customer Advocates: Overcoming Barriers

Aug 2, 2024 | Call Center, Contact Center, Customer Experience, Customer Relationships, Customer Service, Leadership, Organization and Culture, Quality Management, Workforce Management

The idea of empowering employees to be customer advocates sounds great to many leaders—in concept. But doing so is easier said than done if barriers are in place. These can include lack of training, misguided performance targets, limited decision-making authority and...