Aug. 13, 2007


  • This is an excellent article and it begs some additional questions. I''m wondering how many average calls are taken, how many agents are on the phone to achieve the service level being monitored, and whether the Call Center is actively a part of a sales as service culture that focuses on assessing needs (rather than simply offering a product). Changing focus is phenomenal, but this article lacks the full picture when it comes to Call Center operations.
    Julie A. Rueger