On the Line: The Dysfunctional Call Centre
News | February 1, 2007
January 25 was Robbie Burns Day, honouring Scotland’s national poet and favourite son. He once wrote, "O wad some power the giftie gie us. To see oursels as ithers see us!" Which means, "O would some power give us the gift to see ourselves as others see us." That applies in spades to call centres. Many organizations just can’t get a fix on how the call centre appears to their customers. Executives rely too much on metrics or vague satisfaction surveys; the managers feel paralyzed by lack of funding; and the agents just try and cope.
This content is available to wirereport.ca subscribers
Already a subscriber? Sign in here
Unlock all the Canadian telecom, broadcasting and digital media news you need.
Take a free trial or subscribe to The Wire Report now.
FREE TRIAL
Two weeks of free access to thewirereport.ca and our exclusive newsletters.
SUBSCRIBE
Unlimited access to thewirereport.ca and our exlusive newsletters.