Customer Experience News & Trends

2 keys when delegating to inexperienced agents

New employees are often eager and excited to try different things. Just be careful how you hand off new assignments.

The good news is that newer customer service employees can probably handle their own in uncharted territory.

But to help them do it successfully:

  • Show the big picture. You may be inclined to narrow down the focus of an assignment so they don’t feel overwhelmed. But if they don’t understand the big picture, they may not understand what’s most important. Give the snapshot and panoramic to help them get started.
  • Check in frequently. You don’t have to micro-manage, but you’ll want to check on progress more often than you might with veteran agents. Ask them to give you reports at predetermined intervals so you aren’t just “checking up.”

Subscribe Today

Get the latest customer experience news and insights delivered to your inbox.