The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship. Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike.
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