In an era where customer expectations are higher than ever, empowering your support agents to act autonomously is not just a benefit, it's a strategic imperative. Stefano Virgili, Technical Support Lead at Zip, will explore how fostering a culture of trust and encouraging independent decision making can dramatically reduce escalations and elevate your customer support reputation. Stefano will delve into moving beyond rigid scripts, creating an environment where agents feel encouraged to innovate and try new approaches to best serve the customer. He will highlight how this cultural shift directly impacts the success rate of ticket resolutions and cultivates a positive perception of your company's support function. A key focus will be on the vital role of feedback culture: how constructive insights are shared among agent peers and flow effectively from agents to managers, ensuring continuous improvement and a genuinely empowered workforce.