21st Century Call Center Rep
By APQCMay 29, 1998
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Successful call center processes in place at best-practice companies mirror the process of building a bridge: creating a strong, stable foundation; having piers strong enough to bear significant weight; laying horizontal ties of consistent quality to form the bridge's connective tissue; and installing a safety railing.
KEY FINDINGS
Pouring the Foundation
- The culture is critical in supporting the rep of the future.
- Upper management support/commitment is essential.
Positioning the Piers
- Development of the repâs support organization is critical.
- The technology must support the function.
- Best-practice companies concentrate on engendering employee loyalty.
Laying the Spans
- Linkages must be respected.
- Coaching is more than feedback; it is structured and focused.
Installing the Safety Railing
- Best-practice companies are looking for a few good performance measures.
- Best-practice companies concentrate on engendering employee involvement.
- Best-practice companies recognize and satisfy employee needs.
Topics: Customer-focused Processes and Functions, Performance management and evaluation
Processes: 1.1.4 Establish strategic vision
Type: Reports and Books
Publisher: APQC
ISBN: 1928593119
Processes: 1.1.4 Establish strategic vision
Type: Reports and Books
Publisher: APQC
ISBN: 1928593119
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