3 September 2001

Best Practices -- A Business Case

Changes in call center management can increase customer loyalty and market share

by Glenn Phelps
Customer loyalty scores were dropping. Market share was slipping. The company knew something had to change and called in the cavalry. In a year, customer loyalty measures increased from 40% to 76%. The workforce of CSRs and CSR management was reorganized to sustain these results, long after the cavalry went home. How did the company accomplish this turnaround?
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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