Management Matters

Edwards, Dave
February 2010
Best's Review;Feb2010, Vol. 110 Issue 10, p73
Trade Publication
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.


Related Articles

  • More 'Ears' at the Bank. Hicks, Dan // American Banker;3/31/2010, Vol. 175 Issue 49, p9 

    The article presents the author's view that banks should use the home-based agent model as a means for having enough customer service agents available to answer questions during peak times.

  • SO FAR, SO GOOD. Makholwa, Andile // Finweek;1/28/2010, p9 

    The article presents a rating of a call agent center in handling the query of a customer regarding the wrong sent letter.

  • RACE, un ejemplo de crecimiento profesional y organizacional sostenido. Infante del Río, Mamen // Capital Humano;Sep2011, Vol. 24 Issue 257, p42 

    No abstract available.

  • Keep A Customer's Unwelcome Advances At Bay.  // Customers First;2014, Vol. 19 Issue 1, p8 

    The article offers suggestions to the customer services representatives for ending unwanted attention from the customer. The suggestions discussed include informing manager for reporting about flirting of a customer, telling customer politely about company's policies which prevents employees...

  • Take The Extra Step When Fielding Calls.  // Customers First;Apr2012, Vol. 17 Issue 4, p2 

    The article offers tips for customer service representatives in keeping their customers including the latter's question, complaint, problem or request; resolution of the situation; and acknowledgment of their feelings.

  • Lean on your team.  // Customers First;Apr2012, Vol. 17 Issue 4, p5 

    The article offers tips in dealing with a tough customer situation such as asking another customer service representative what she would do or seeking the assistance of a manager.

  • Take notes.  // Customers First;Apr2012, Vol. 17 Issue 4, p6 

    The article focuses on the significance of taking notes on what the customer is saying to clarify that the customer service representative understands the customer's dilemma.

  • Don't Tell Him He's Wrong.  // Customers First;Apr2012, Vol. 17 Issue 4, p8 

    The article suggests customer service representatives to affirm the understanding of the customers in order for the latter to take their classification helpful.

  • Have fun.  // Customers First;Apr2012, Vol. 17 Issue 4, p8 

    The article suggests customer service representatives to pay attention to customer cues to know where to interject clean and lighthearted humor into customer communication.


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics