7 May 2001

Creating Paths to Success

Boost your call center's performance by helping reps develop their careers

by Glenn Phelps
Call centers are the ultimate people management business, and companies that focus on their agents' performance and career development achieve the greatest financial performance. Career development plans for customer service representatives focus on three principles: promote across, not up; pay for value creation; and support CSRs with great coaches.
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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