ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Disengaged agents [. . . and in with the new] Engaged and Empowered agents [Commentary] 
Agents must be empowered to do the right thing for the customer within the process guardrails without being penalized.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary