Recorded Webinar: 5 Ways to Create Engaged and Empowered Agents


Keeping agents engaged and empowered is essential to great contact centre performance and keeping customers happy.

With this in mind, we take you through five key ways that you can create a contact centre culture where advisors can thrive, while maintaining high levels of morale and motivation.

During this webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees, by joining our chatroom – which you will be directed to during the webinar. This means that you can receive specialised advice for your own specific contact centre.

Topics Discussed

  • Building Agent Confidence
  • What does Agent Empowerment look like?
  • Increasing Agent Engagement
  • Problem Solving and Building Rapport
  • Making time for Training
  • Dealing with Difficult Customers
  • Employee Satisfaction Surveys
  • Top Tips from the Audience


Carolyn Blunt - Headshot
Carolyn Blunt
Ember Real Results

Frank Sherlock - Headshot
Frank Sherlock

Rachael Trickey - Headshot
Rachael Trickey
Call Centre Helper

Author: Rachael Trickey

Published On: 16th Apr 2018 - Last modified: 28th Feb 2023
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