Providing customer service agents with knowledge and technology improves the overall customer experience

By Vangie Beal

SearchCRM - January 31, 2012

In the contact center, your customer service agents are your most important asset--it's the agents who represent the company when a customer makes contact. The care and handling of agents isn't always an easy task, but investing in proper care and feeding of these front-line employees will help them provide a superior customer experience, according to experts in the field.

While there is no single set of guidelines that will work for all businesses, industry pundits agree that providing a good tool set, offering education and training and giving agents leeway to use their own judgment will empower them to meet customer experience management (CEM) demands.

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