The callcenter industry is becoming more qualified and organizational strategies based on empowerment are becoming more common. This places greater demands on employees' knowledge and learning. However, basic characteristics of the callcenter industry still comprises: high staff turnover, low wages and strenuous work. Two seemingly irreconcilable facts. The study takes on this basis a descriptive approach to try to understand how these two facts after all is managed within a customer service organization. More specifically, the study wants to reach a deeper knowledge about the relationship and the meaning of the concepts of empowerment, knowledge and learning. Through this knowledge, the study want to make the importance of internal communication between managers and employees visiable. The case study shows that communication between managers and employees is crucial in order for employees to cope with the new type of knowledge and responsibility which is demaned in their jobs. Newtype of knowledge calls for new ways of learning which needs to be supported and communicated by management. The study shows that the callcenter team leader is well aware of the importance of communication. However, the study also confirms that several of the communication challenges, often outlined in communication theory, still exist in the workplace. Communication challenges that can also be linked to empowerment theory and theories of knowledge and learning.