The Power Of One Summary

Introduction

In this course we are going to focus on the importance of the individual in a call center operation. Most call centers have multitudes of people on the phones and it’s easy for the contribution of a single individual to get lost in the big picture. But it’s really each individual agent that makes a big difference in the success of a call center, both in terms of the customer interaction as well as in terms of the crucial dynamics of call center operations. In the module we’ll:

  • Introduce the concept of “The Power of One” in customer service;
  • Explore the importance of customer service to the organization;
  • Identify the important role of frontline staff in service delivery;
  • Outline the other “Power of One” concepts in the call center.

Last Update: January 23, 2021  

January 23, 2021 94  The Power Of One
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