The Customer Call Center Outback

The Customer Call Center Outback

A Frontline Supervisor's Map to Success

by Michael D. Trotter

81 pages· 2002· ISBN 9781557532596
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The Customer Call Center Outback has been written to provide some basic support for this critical role. A ""workbook"" format has been designed to make it an easy-to-use reference tool for those leaders we call supervisors. The goal is to offer suggestions on how to solve the most frequently encountered problems for this critical group of leaders. This book is based on research with 70 of the country's call/contact center supervisors. Trotter asked each of them to identify the 10 most frequent problems and then offer a list of actions that resulted in success as well as provide a list of actions that resulted in failure. This research is presented in as raw a form as possible. The intention is not to be judgmental regarding these solutions, but to offer a wide variety of possible solutions as reference points to the supervisor facing the issue right now. Even the failing solutions inspire creativity by functioning as catalysts for improved solutions. You may find that some solutions deemed failures in some organizations actually were successful in others. This workbook is a valuable tool for a supervisor looking for a solution to an immediate problem.

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