Recorded Call Centre and Customer Experience Webinars

Recorded Webinar: How to Really Empower your Agents

Published On: 6th Aug 2026 10:22

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

Panellists

Carolyn Blunt

Ember Real Results

Emma Bridger

People Lab

David Evans

Business Systems

Jonty Pearce

Call Centre Helper

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