| Publisher | Vanguard Communications | ||
|---|---|---|---|
| Format | 118.9KB PDF | Date added | 26 Oct 2004 |
| Topics | HR, Customer Support Services | ||
| Downloads | 53 | ||
Call centers are perhaps the most challenging area of an organization to manage. Managers juggle business and operational goals, customer satisfaction, fiscal responsibility, and staffing. Multiple systems, long operating hours and complex products combined with rigid scheduling, tight measurement and the need for accuracy and good customer service make call center work stressful and demanding. There are many ways that HR affects call center success. This paper helps the HR professional to understand what is unique about call centers, and to get an idea of the types of solutions one needs help with.
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