Skip to main content


Title: Ask the Expert - How to really empower your agents
Date: Thursday 12th May 

Time: 1PM UK Time

Missed it on the day? Here is a link to the webinar recording. 

WEBINAR: Ask the Expert - How to really empower your Agents

Don't miss our joint webinar with Call Centre Helper where we'll be asking the panel for their advice on the best ways to introduce and maintain agent empowerment. This can range anywhere from measurement to ownership, and from technology to shift patterns.

As it will be an interactive webinar you will have the opportunity to share tips and ask questions of the audience and other attendees. 


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

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