Peter Scott's Discussions
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Hi,
It depends what you include in the numbers. They can of course be very misleading. For example do you include any Wholesale and MVNO customers that access your network but are managed elsewhere, with your team providing 3rd line support. Do yo...
Carol,
From managing operations with up to 6,000 people, I suggest the similarities are in the need for hands on involvement and direction in tactical management of the day to day customer management and ensuring agents are equipped to deliver. Th...
I would review the cause of the absences. What level of Engagement is there in the team and how strong is the leadership of the operation
Profile Information
- Company Name:
- Scott Galbraith Ltd
- Industry:
- Telco, Technology and Media
- Are you a member of the ATA (American Teleservices Association)?
- No
- Job Title or Area of Expertise:
- Customer Operations
- Total Number of Contact Center Agents (FTEs):
- From 100 to 6,000
- Do you have a LinkedIn or other networking site profile you would like to link to?
- http://www.linkedin.com/profile?viewProfile=&key=266160&loc...
- I am available to help other members by answering questions in the following areas:
- Sales, Service, Operations, Leadership, Motivation, Communication
Comment Wall (1 comment)
- At 8:04am on July 1, 2009,
Pauline Mills said…
- Hi Peter,
Welcome to the forum...!
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