Access this content
Your content has been opened.
TRUSTING THOSE YOU TRUST WITH YOUR MOST VALUABLE ASSET has been emailed to . Entered the wrong email?
Don't see the content in your inbox?
Make sure to check your spam and other messages folders.
Can't get to your email right now?
Please enter a valid verification code.
Code sent to:
Register to access this content
By accessing content on the CMR Marketing Solutions Directory you agree to our Terms of Service and Privacy Policy; and, you acknowledge that your information may be shared with the content publisher.
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.