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13th October 2022
Employee empowerment is a concept where staff members have a large amount of control over what they do, how they do it and when they do it.
In other words, an empowered employee is an employee who is given a large amount of autonomy.
The theory is that when employees are empowered, they feel as if they have more control over their own working lives.
With this control, staff members are more engaged, as they have the space to better reach their full potential because you, as their employer, are not holding them back.
From this definition of employee empowerment, it is clear that empowerment is dependent on the culture you create in your workplace.
Yet contact centres typically struggle to achieve a culture of empowered employees.
Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.
She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
