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Article: Call Center Management: Balancing the Numbers.
- Article from:
- Industrial Management
- Article date:
- January 1, 2001
- Author:
CopyrightCOPYRIGHT 2001 Institute of Industrial Engineers, Inc. (IIE). 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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Executive Summary
The responsiveness and professionalism of call center employees are more than niceties -- they're necessities. Because contact between a customer and a company is often solely through the call center, it is imperative that managers take an active interest in how call center performance relates to overall business strategy.
In recent years, call centers and contact centers have evolved to become the front line in many organizations for customer interaction. Managers realize that more goes on in a call center than just answering calls: The center has significant influence on strategic business decisions and marketing issues.
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