Enhancing Customer Support Efficiency with Agent Empowerment

In this insightful discussion, Kathy Sobus from Sobus Consulting addresses the importance of broadening the knowledge and skill set of customer service agents. She emphasises how equipping agents with technical expertise leads to higher customer satisfaction and fosters a sense of empowerment among representatives. Kathy highlights the necessity of flexible escalation paths and the importance of providing seamless information transfer between automated systems and human agents to avoid frustrating customers and improve overall support experiences.