13 October 2005

Creating an Employee-Centric Call Center

It's essential for companies to energize the people who have the most direct contact with customers

by Teresa J. Tschida
It's essential for companies to energize the people who have the most direct contact with customers. Here are three keys to increasing agents' dedication, enthusiasm, and customer focus.
Teresa J. Tschida is a Strategic Consultant and Principal of Gallup.
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See also
The Tenth Element of Great Managing
The Great Profit Drain
Making the Right Calls
Unions and Management: A Blissful Marriage?
Becoming the Best at Qwest
ASB Bank: Good Isn’t Good Enough
Getting Personal in the Workplace
Item 10: I Have a Best Friend at Work

Customer Engagement: Going Beyond Satisfaction

How do world-class organizations rise to the top in today's intensely competitive, turbulent global marketplace? High-performance organizations recognize the emotional drivers of human nature and leverage them to drive performance, one customer at a time.

This event will take place from 08:30 to 11:45 at the Gallup London office (The Adelphi, 1-11 John Adam Street, London WC2N 6HS). There is cost to register. To learn more or to register, visit the Customer Engagement: Going Beyond Satisfaction page on the Gallup Consulting Web site or contact James Rapinac on +44 (0)20 7950 4433.

For a complete schedule of learning opportunities, visit the Gallup Learning Events page.

Popular Topics Brand Engagement Business Consumers Customer Engagement Employee Engagement Innovation Leadership Performance Management Strengths-Based Development Workplace
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Copyright © 2009 Gallup, Inc. All rights reserved.
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