Agent empowerment and ownership of the concepts and skillsof engagement is critical to creating and maintaining high levels of engagement.

The Agent Engagement Certification Process is a multi-step process. It is designed first to inform the Agents of the vision and components of the engagement culture. Then, it helps them to understand their role in the engagement culture, and to help them to begin to take ownership of engagement. The process goes on to provide them with the knowledge, the skills, and the preparation and practice needed to become engaged Agents. Finally, it provides them with the opportunity to continue to learn by doing the behaviors of engagement.


  1. The Communication Meetings with Agents are held at various times and locations that best meet the needs of the client. They might be included as part of a daily, weekly, monthly or quarterly meeting, or a special meeting might be held. The tailored Communication Materials used to communicate the purpose and approach of the engagement program are used in the meetings. The communication materials include an overview Booklet, PowerPoint Slides, and the Pre-Work Assignment for the Engagement Leadership Skills and Agent Engagement Skills Development Workshops. The tailored Continuity System, which may include the Exceptional Engagement Conversations Call Library, as well as a reward and recognition plan for outstanding performance, is also briefly introduced.
  2. The Engagement Skills Workshop (ELS) for Agents are intensive sessions facilitated by CEG Consultants or your own certified ELS leaders who use the tailored materials to train the Agents in the engagement tools and techniques. Each participant in the ELS workshop is provided with tools they can use long after the workshop is completed. These include an Engagement Skills Workbook and Toolkit.
  3. The Post-Workshop Skills Application phase after the ES Workshop completes the Certification Program. It is designed to encourage the Agents to continue to learn by doing and practicing the engagement skills. They are required to identify and document several exceptional engagement conversations that they have with their customers and/or colleagues, and to submit an exceptional engagement conversation for possible inclusion in the Call Library. They will also participate in regular group coaching and individual coaching sessions.
  4. The Continuity Program is designed to embed the engagement skills into the culture and continue to grow the engagement culture. The Leaders take the lead role in implementing the continuity program and continuing to reinforce it in Agent coaching sessions, communications, meetings, trainings, etc. The skills and techniques taught in the Engagement Skills Workshop are also built into the new hire training.