It may be a broad generalization, but it’s probably fair to say that most employees want to do a good job. This is particularly true if they are hired to regularly interact with customers. Typically someone in such a role likes to interact with people and wants to help. They enjoy solving customer problems and they want to help them succeed. And yet, if you are a customer experience (CX) leader, the leader of a contact center, or anyone who has a hand in customer relationships you can likely cite a number of obstacles that make it difficult for frontline employees to feel fully enabled to do their best work.
