24 June 2002

Empower People, Not Software

What creates value in a call center? Not technology, but employees.

by Glenn Phelps
Companies install CRM systems because they want to increase their call center's performance and enhance revenue. Unfortunately, all too often, companies and their call centers relearn an old lesson: Computers don't know everything.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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See also
The Source of Your Company's Value
What Supervisors Don't Know

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.

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