TITLE

Management Matters

AUTHOR(S)
Edwards, Dave
PUB. DATE
February 2010
SOURCE
Best's Review;Feb2010, Vol. 110 Issue 10, p73
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the vital role of frontline managers to improve the performance of call center representatives in the U.S. The author mentions that these executives played an important role in augmenting the performance of these workers because they are the ones that manage tactical delivery of service to customers, align cost efficient strategies, processes and procedures, and recognize agent performance. Steps to upgrade the skills of front-line managers are also discussed.
ACCESSION #
48169551

 

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