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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 705: When It Comes to Support Analysts, "Empowerment" Is a Meaningless Term

Leslie O'Flahavan  (owner, E-WRITE)

Location: Grand Ballroom 122

Date: Friday, May 20

Time: 9:00 am - 10:00 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Maximizing People, Culture, and Performance, Leading World-Class Teams

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate

For a few years, we've been hearing a lot about "empowerment" for support analysts. But what does this term even mean? How can we tell an empowered analyst from a disempowered one? The term "empowerment" is vague and, therefore, not very useful. Leaders' vague or wanton uses of the term "empowerment" can harm the very people it's supposed to help: frontline support analysts. These people have more responsibilities than they're compensated for, more stress than they can manage, and less of a safety net than almost anyone else in the company. When we add "empowerment" to their role, we must be certain we, and they, know specifically what empowerment is.

Let's not fall victim to a trendy "empowerment" workplace initiative that may place additional unreasonable expectations on frontline analysts. In this session, we'll examine what empowerment actually is and why "decision-making" is a better term for what we want support analysts to be empowered to do.


Attendees will learn about the six types of decisions truly empowered support analysts are allowed to make:

  1. Updating a knowledge base article instead of helping customers.
  2. Staying on the call as long as is needed.
  3. Calling a customer back.
  4. Switching contact channels.
  5. Making exceptions to policies or procedures.
  6. Saying "no" to a customer.