(3:57 Video) Closing the Empowerment Gap in Contact Centers β€œThe contact center can see patterns, recurring issues. They may even know about competition because they keep talking to customers every single day. However, they are not empowered or authorized to rectify or make the changes that they believe are needed or will help the business. It's usually covered with a layer of approvals.” - MAZEN MOUSTAFA

Mazen Moustafa - "From Support Function to Growth Driver: Strategic Planning for Contact Centers" - Page 6 Mazen Moustafa - "From Support Function to Growth Driver: Strategic Planning for Contact Centers" Page 5 Page 7