Call Center Underperforming?: Take a Good Look at Your HR Skills!

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Source: Vanguard Communications

Date: January 2008

Type: White Paper

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Overview: 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 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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