18 March 2002

Running Call Centers: A New World

Conventional wisdom is keeping the call center world flat. Here's a more rounded approach.

by Glenn Phelps
Conventional wisdom -- that managing a call center is primarily about managing technology, not people -- is hampering call-centers' effectiveness. But well-rounded strategies could boost productivity, improve pay, and increase employee retention in your company's call center.
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 Volzke (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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