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.

Related Content


Social Media and the power of integration

Increasing the power of Social Media by integration across the enterprise. ... Read more »

Social Heroes 2012

We take a look at our final 3 Social Heroes who are effectively using Social Media in their businesses. ... Read more »

How social media helped Planet Positive deliver a free national sustainability campaign

Find out how Planet Positive used social media to launch their 7 Days to Sustainability campaign. ... Read more »

About Salesforce

Sales Cloud

Super-charge your sales with the world’s #1 sales and CRM application. Sales Cloud helps sales reps close bigger deals faster and connect with customers on any device.

Service Cloud

Deliver amazing service with the leading customer service, support, and help desk solution. With Service Cloud, you’ll increase customer satisfaction, improve agent productivity, and lower overall support costs.

Marketing Cloud

Harness the power of social media so you can listen to your customers, publish engaging content and advertise to reach new audiences for your company.