Call Center Myth Busters, A Trilogy: Part II: Measurement, Analysis and Management
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Not since the days of Charles Dickens have we seen the likes of call centers and the "command and control" style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time and work, managers and inspectors micro-managing the work with scripts, "standard" work, coaching and monitoring for compliance. Customers have become "modern-day Oliver Twists" by asking for "more soup, pl...
Tags:
call center
systems thinking
work design
analysis
new systems thinking
Call Center Management
measurement
analytics
metrics
average handle time
aht
quality
call quality
contact center
customer management
customer service
customer experience
Tripp Babbitt
Bryce Harrison
workflow
failure demand
