Contact Centers If Money Isn't the Answer, What Is?

While reps need information, they also like to provide feedback on training and initiatives. The rep has the most insight into the customer and therefore may have a different perception of what works. Margaret Donahue, vice president of customer care for the Appleseed's, Norm Thompson and Draper's & Damon's catalogs, notes that when considering new scripting or policy changes, "ask your reps for input on how the changes impact them." Taking their view into account not only provides accurate scripting but also empowers reps.