Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center
New tasks require analysis of CSRs' experience and salaries
You may not be able to make all the changes you’d like, but this kind of gap analysis can start you down the right path. Then, once you’ve assessed the people, you can start thinking about all those stacks of paper.
Liz Kislik is president of Liz Kislik Associates LLC, a consultancy that focuses on customer satisfaction and employees in the call center. Reach her at (516) 568-2932 or lizk@lizkislik.com.
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