6 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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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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