Out of Service: The Importance of Empowering Your Agents

Make sure your front-line is empowered to help. Or else.


Posted by Carl Henderson


Your customer service representatives are often the front-line for your business, and as such should be regarded as your most valued asset. It is said that “happy employees = happy customers” and in today’s age of the hyper-connected customer, this has never been more important.

Too often, customer service agents are frustrated at not being empowered to help customers in the most effective way. In this case it’s “unhappy customers = unhappy employees”.

Take a breeze through this story of the unempowered customer service agent and the drastic action this leads to.

Sound familiar? Sadly, a realistic and common scenario in too many customer service environments. Check out 6 Ways to Empower Your Customer Service Agents to help you avoid this pitfall.

With a modern CRM platform in place, all this could be avoided. Download our free Multi-channel Customer Service eBook to set you on your way.

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