2 July 2001

Best Practices -- An Overview

People are the key to increasing customer loyalty

by Glenn Phelps
Call center managers say their biggest headaches are people related. As the technology grows and the labor pool shrinks, managers devote most of their resources to keeping customers happy and simply keeping CSRs -- often, with limited success. But there are tremendous opportunities in the area that most plagues managers, and strategies to turn the headaches into gold mines.
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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