The power of one is among the most important principles for any contact center agent to understand. Every individual makes a significant impact on customer wait times and agent occupancy – even in large centers.
Share this video from my LinkedIn Learning course “Customer Service: Working in Customer Contact Centers” to help your agents understand why schedules matter so much. When they are in the right place at the right times, they make a huge difference to customers and their co-workers.
The power of one in a contact center from Customer Service: Working in a Customer Contact Center by Brad Cleveland
Great read! Love how you broke down the “power of one” concept—such a powerful reminder that every person truly makes a difference in contact center performance. 👏