Call Center Forum

C Taylor · Guest

I am presently working with a client and we want give the agents more empowerment to act in the customers best interest, however there are concerns that it will be difficult to track when and where the agent is empowered to 'go the extra mile'.

I would be interested in hearing from others on how you have addressed the same question. How have you dealt with empowering your agents and how have you controlled this process to keep it from getting out of control.

Colin