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Article: Cyclical call centers. (Greyhound Lines) (Company Operations)
- Article from:
- Communications News
- Article date:
- November 1, 1997
CopyrightCOPYRIGHT 1997 Nelson Publishing. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Greyhound handles seasonal ups and downs with ease thanks to a call center management system.
Travel by nature is a cyclical business, which poses special problems for call center managers. Greyhound Lines, Inc., a nationwide provider of inter-city bus transportation, has large seasonal fluctuations in passenger volumes and incoming customer service calls. But with the help of advanced technology, the company has maximized efficiency, call center productivity, and passenger satisfaction.
Established in 1914, Greyhound got its start by transporting miners between the villages of Hibbing and Alice, Minn., for 15 cents each. Today, Greyhound delivers ...