If you hire employees to do a job, let them do the job. Micro-managing stifles employees and could deflate confidence. Train them well and empower them to make decisions. When they do, recognize them for doing so. You may consider sharing the experience as an example at your next team meeting. Teach empowerment by sharing the best examples from others on the team.

provide them with clear guidelines, training, and trust. Encourage autonomy by allowing them to handle smaller decisions on their own and gradually increasing responsibility. Offering continuous support and positive feedback builds their confidence. Example: If a customer requests a refund, instead of always escalating, give staff a set refund limit they can approve. Over time, they'll feel more confident managing similar situations independently.

-Authority matrix -Flat organization -High level of internal communication and synchronization -Results oriented environment Will fix the problem

If they are uncomfortable, it is usually cultural. They might be too trained to focus on key KPIs that get hammered on them. Some thoughts: - Inculcating a system where the control is distributed will help - Daily reflection meetings with the team and lead (will help other agents get primed to issues that they might not have dealt with and also seek feedback). - Measuring the agents on behaviours expected vs. KPIs (like call time, hold time, etc.) is another one - Being able to sound off thoughts without being judged is key to them getting comfortable (slack groups, team lead being approachable, etc.) The book Effortless Experience by Matthew Dixon is a great read to answer this.