Management, Human Resources, and Life in a Customer Focused World

Historically speaking, call centers have all too often been split — you’re either a selling agent or you’re a service agent. These two hiring profiles were polar opposites and even when sitting together in the same area they held themselves apart by force of personality and title separation. This was the paradigm that [...]

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There is a topic that is always a challenge at a so called “customer service center”.  These call centers or service centers perceive themselves as answering customer questions and giving the customer information about their account.  They perceive themselves as separate from the revenue, separate from the sales, and separate from the success or failure [...]

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