The Customer Call Center Outback : A Frontline Supervisor's Map to Success

Designed as a workbook for frontline supervisors, this easy-to-use reference offers suggestions on how to solve the most frequently encountered problems in the call center. The Customer Call Center Outback outlines research with 70 call/contact center supervisors, where each of them were asked to identify the ten most frequent problems and then offer a list of actions that resulted in success and a list of actions that resulted in failure. 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 same issues right now. Readers may find that some solutions which were deemed failures in certain organizations were actually successful in others. Even the failing solutions inspire creativity by functioning as a catalysts for future improvements.