06 August 2001

Making It All Work Together

Integrating best practices into a call center management system

by Glenn Phelps
Once you understand the best practices used by the most successful call centers, it's time to see how they work together in practice. The most important tool of all is the balanced scorecard, which measures several facets of a great CSR's job. Once the scorecard is in place, you can implement improvement programs that can change the workplace culture.
Glenn Phelps, Ph.D., is a Senior Consultant with Gallup.
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See also
Best Practices -- A Business Case
Measuring the Right Stuff
Best Practices -- An Overview

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