{"id":52026,"date":"2022-05-16T14:17:22","date_gmt":"2022-05-16T21:17:22","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52026"},"modified":"2024-06-24T00:01:53","modified_gmt":"2024-06-24T07:01:53","slug":"the-three-attributes-of-an-agent-centric-leader-do-you-have-them","status":"publish","type":"post","link":"\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/","title":{"rendered":"The three attributes of an agent-centric leader: Do you have them?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">There\u2019s a big idea that\u2019s bubbling to the surface in 2022 and it\u2019s this: the real driver of <a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html\" target=\"_blank\" rel=\"noopener\">contact center success<\/a> is a shift to agent-centric leadership. Sure, this isn\u2019t a new idea. The connection between employee and customer experience is something that\u2019s been researched and discussed for years. But, just because it\u2019s being talked about, that doesn\u2019t mean it\u2019s actually happening.\u00a0<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\ude29<\/span> \u00a0<b>Finding and retaining great talent sure isn\u2019t easy \u2014 get help with the guide to agent centricity by Justin Robbins <\/b><span style=\"font-weight: 400;\">\ud83d\udc69 \ud83d\udc68\ud83c\udfff \ud83d\udc68 <\/span><a href=\"https:\/\/emojipedia.org\/woman-dark-skin-tone\/\"><span style=\"font-weight: 400;\">\ud83d\udc69\ud83c\udfff<\/span><\/a><span style=\"font-weight: 400;\"> \ud83d\udc73\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">2022 Guide to Leading an Agent-Centric Contact Center<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/guides\/agent-centric-contact-center.pdf\" data-id=\"69e1fabc6502c\" id=\"69e1fabc6502c\">\n\t\t<button tabindex=\"on\"  on=\"tap:69e1fabc6502c.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the guide<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69e1fabc6502c.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">A <\/span><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/future-of-work-experience\/\"><span style=\"font-weight: 400;\">recent study by Salesforce<\/span><\/a><span style=\"font-weight: 400;\"> revealed that 88% of C-suite respondents say that employees are encouraged to focus on customers\u2019 needs above all else. Yet, the same study found that eliminating the silos between employee experience and customer experience can lead to revenue growth in excess of 50%. What should come first? The employee experience or the customer experience? Well, as someone with over two decades spent working in and alongside contact centers, I\u2019m here to tell you that you can\u2019t consistently achieve a great customer experience without first having a great agent experience.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, where do you get started? As it turns out, there are <a id=\"H1\"><\/a>three common ways in which <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> are falling short on providing a great agent experience.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Agents are predominantly perceived (and thus treated) as entry-level roles that drive efficiency.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Processes focus on compliance, often limiting the agent&#8217;s span of control or creating barriers to a fluid customer experience.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tools and technologies are disparate and ineffective at empowering agents with comprehensive knowledge and intuitive navigation.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">These three factors are undermining both the employee and customer experience in tangible and intangible ways. They drive up handling times, push down satisfaction rates, and limit the strategic advantage that businesses experience when they unleash their contact center teams.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to fully realize your contact center\u2019s potential, you need to adopt an agent-centric approach to how you hire and train your people, to how you design processes and establish performance measures, and to how to deploy and optimize technology. I take a deeper look at these three areas in my latest eBook, the <\/span><a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html#ring-1\"><span style=\"font-weight: 400;\">2022 Guide to Leading an Agent-Centric Contact Center.\u00a0<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Want a preview of what to experience in the guide? Here\u2019s a look at three attributes that are key to becoming an agent-centric leader.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H2\"><\/a>Agent-centric leaders empower their teams to uncover and share insights.\u00a0<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Contact centers that deliver strategic value consistently have employees who can take what they\u2019re learning right now to help the business determine what\u2019s next. More importantly, they\u2019re supported by processes that make it easy for these insights to travel throughout the organization and provide transparency to if, when, and how they\u2019re informing and driving change.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H3\"><\/a>Agent-centric leaders give their employees more meaningful work.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">The agent-centric leader is constantly improving and automating processes to empower employees and drive higher engagement through more meaningful work. This approach yields exponential returns as it inevitably contributes to reduced costs through thoughtful uses of self-service, elevates customer satisfaction and loyalty thanks to better-equipped agents, and accelerates strategic insights because of more integrated and collaborative systems.<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b><a id=\"H4\"><\/a>Agent-centric leaders leverage the right technical capabilities.<\/b><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Contact centers with an agent-centric approach deploy tools and technologies that are digital first, create one environment for communication, leverage AI as an assistant, provide a 360\u00ba customer view, and break boredom by using automation.<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><span style=\"font-weight: 400;\">Ready to reinvent and revitalize your contact center? Learn more about the value of shifting to agent-centric leadership and the three steps you should take by <\/span><a href=\"https:\/\/www.ringcentral.com\/email\/agent-centric-contact-center.html\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">downloading the eBook today.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>There\u2019s a big idea that\u2019s bubbling to the surface in 2022 and it\u2019s this: the real driver of contact center success is a shift to agent-centric leadership. Sure, this isn\u2019t a new idea. The connection between employee and customer experience is something that\u2019s been researched and discussed for years. But, just because it\u2019s being talked &#8230;<\/p>\n","protected":false},"author":1140,"featured_media":52027,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-52026","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The three attributes of an agent-centric leader: Do you have them? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"There\u2019s a big idea that\u2019s bubbling to the surface in 2022 and it\u2019s this: the real driver of contact center success is a shift to agent-centric leadership.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The three attributes of an agent-centric leader: Do you have them?\" \/>\n<meta property=\"og:description\" content=\"There\u2019s a big idea that\u2019s bubbling to the surface in 2022 and it\u2019s this: the real driver of contact center success is a shift to agent-centric leadership.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-16T21:17:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-06-24T07:01:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/ave-calvar-BbQXZ7UyX0w-unsplash-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Justin Robbins\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Justin Robbins\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\"},\"author\":{\"name\":\"Justin Robbins\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/5d49a322503aef98aae222494fe8cc73\"},\"headline\":\"The three attributes of an agent-centric leader: Do you have them?\",\"datePublished\":\"2022-05-16T21:17:22+00:00\",\"dateModified\":\"2024-06-24T07:01:53+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\"},\"wordCount\":642,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/ave-calvar-BbQXZ7UyX0w-unsplash-1.jpg\",\"articleSection\":[\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/the-three-attributes-of-an-agent-centric-leader-do-you-have-them\/\",\"name\":\"The three attributes of an agent-centric leader: Do you have them? 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He\u2019s developed industry training and certification programs, authored numerous research reports and how-to guides, led strategic consulting engagements, and contributed his insights to mainstream media outlets around the globe \u2013 all focused on helping organizations achieve better business outcomes from their customer experience initiatives. He founded Metric Sherpa, Inc in 2017 to apply what he\u2019d learned as a customer experience leader to helping guide other businesses to CX success. 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