09 March 2006

Unions and Management: A Blissful Marriage?

How call centers are creating models for win-win relationships

by Teresa J. Tschida
No one said forging a productive, cooperative relationship with unionized workers is easy. But smart, forward-thinking executives are doing it. This is particularly true in call centers, where managers are overcoming problems like poor attendance and waning morale to build lasting, and profitable, partnerships. Those managers and union leaders offer tips for creating a win-win scenario.
Teresa J. Tschida is a Strategic Consultant and Principal of Gallup.
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See also
Can Managers Engage Union Employees?
Making the Right Calls
Creating an Employee-Centric Call Center
Becoming the Best at Qwest

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.

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