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

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