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Empowering Agents to Elevate the Customer Experience

Empowering Agents to Elevate the Customer Experience

The Workforce Advantage
• 9 min
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In this episode of The Workforce Advantage, host Tim Dupree dives deep into the vital role of empowered contact center agents in enhancing customer experience. Joined by Kelley Connect leaders Shonda Deckelman and Candace Ewins, Tim explores insights gained from CCW Week, highlighting how investing in agent experience translates to greater customer satisfaction. They discuss the significance of human interaction in a tech-driven landscape and share actionable strategies for leaders to foster an environment of trust and support. Discover how empowering agents not only boosts their confidence but also drives measurable improvements in performance and customer loyalty. Tune in for a compelling conversation that underscores the connection between agent empowerment and exceptional customer experiences.