1 January 2001

Managing to Be the Best

How outstanding call centers achieve results

by Glenn Phelps
Call centers are about managing people, and the centers with the best work force and the best management of that work force produce the best results. It's a simple idea, and yet it runs counter to the management philosophy that currently dominates the call center industry. Current thinking views centers as technological wonders, with systems so efficient that anyone can plug into the system and achieve reasonable results as an agent with minimal training or talent.
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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