27 May 2002

What Supervisors Don't Know

Their performance measures are hurting service at call centers. Just ask your customers.

by Glenn Phelps
Why does the service you receive over the telephone differ so widely from call to call? Don't these companies train their reps, monitor their quality, or supervise their work? Unfortunately, they do -- but it just makes things worse. Here's how to fix the problem.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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Empower People, Not Software

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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