Recorded Webinar: How to Really Empower your Agents


Panellists –

  • Carolyn Blunt – Real Results Training
  • Emma Bridger – People Lab
  • David Evans – Business Systems
  • Jonty Pearce – Call Centre Helper

Presentations –

  • Carolyn Blunt – Real Results Training
Webinar Slides: How to Really Empower your Agents by Carolyn Blunt

Click here to view the slides

  • Emma Bridger – People Lab
Webinar Slides: How to Really Empower your Agents by Carolyn Blunt

Click here to view the slides

Topics to be 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
  • Winning tip – (to be confirmed)

Original Webinar date: Thursday 12th May 2016







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