HR GENIUS BLOG
Teilen von Nachrichten, Ideen, Gedanken und Rat rund um die Welt des HR!
Most if not all contact centre advisors tend to have one common problem, they are able and ready to take responsibility but that gift is never bestowed upon them.
The phrase “We’re adults, not kids” is muttered in every corner of contact centre world.
Give them more power, and in return they will do what is right for the customer. Power does not equal “lack of responsibility”, in fact it’s the other way around.
Start treating your advisors like adults, you will be astonished by the results.
All in all, it’s one step closer to achieving customer centricity.