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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Call Center Forum

At the Call Center Forum, participants have the opportunity to learn and share best practices and challenges in running dynamic call centers. Gallup will present its latest research on call centers and call center management, and each attending organization will have the opportunity to present its current management initiatives.

The event will take place on November 12-13, 2008, in Washington, D.C. To learn more about the event or to register, visit the Call Center Forum page on the Gallup Consulting Web site, or contact Mary Penner-Lovci (212.548.2940, Krista Volze (402.938.6001) or Amy White (609.279.2233).

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

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