Engagement is about giving agents the environment, culture, and systems to reach their potential. To encourage them to care about their customers and, ultimately, the goals of their organisation.
Empowerment implies trust in these agents. Significantly, this requires acceptance that some of the tight control of the traditional contact centres is over.
Particularly, empowerment requires a cultural shift, and providing agents with the skills, tools, and knowledge to do their best job. Moreover, engaged agents mean happier customers which should translate into success for the organisation.
Overall, empowering agents can improve first-contact resolution (FCR), which is the key factor driving customer experience and satisfaction. It also helps to keep agents engaged with their work and to feel proud of the job that they’re doing. Certainly, any investments or changes to processes to improve agent engagement and empowerment also have to work for the business.