Recorded Webinar: How to Really Empower your Agents


It is generally recognised that empowered agents provide higher levels of customer satisfaction.

In this webinar we ask our panel for their advice on the best ways to introduce and maintain agent empowerment – from measurement to ownership, and from technology to shift patterns.

Topics Discussed

  • The best ways to empower agents
  • How much money should an agent be allowed to compensate a customer without asking for approval
  • The best and worse measurements to use with empower agents
  • How to measure agent empowerment
  • Quality monitoring and agent empowerment
  • Fixing broken processes
  • Taking ownership for problems
  • Allowing agents to pick or change their own shifts
  • Top tips from the audience


Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Emma Bridger - Headshot
Emma Bridger
People Lab

David Evans - Headshot
David Evans
Business Systems

Jonty Pearce - Headshot
Jonty Pearce
Call Centre Helper

Author: Rachael Trickey

Published On: 1st May 2016 - Last modified: 28th Feb 2023
Read more about - Recorded Call Centre and Customer Experience Webinars,

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