The Engaged Agent
A Leader's Playbook for World Class Customer Service
Twenty five years on the service floor, turned into a practical playbook for leaders who have to move the numbers with the team they already have.
The Engaged Agent is a working leader's playbook for building a team that actually wants to serve. Thirty one chapters cover tone at the top, the metrics that matter, effort reduction, ownership language, escalation and de-escalation with the iceberg effect, coaching up instead of coaching out, remote and hybrid floors, AI assisted service, onboarding, and the ROI case you take to your executives. Every chapter closes with a takeaway, a plan you can run this week, and one question to sit with. The toolkit adds role play scripts, a root cause diagnostic, coaching templates, a weekly evidence log, a call listening rubric, and a facilitator guide.