It’s no surprise that the front lines of a corporate call center are unusually stressful, but companies don’t always account for that when hiring and training workers for this critical customer contact role, according to speakers at a recent Call Center Industry Forum sponsored by Wharton’s Financial Institutions Center. Given that an estimated 3% of the U.S. workforce is employed in call centers, and that such centers typically experience a 30% annual turnover, it’s clear that new approaches to call center management are needed.
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