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Call Center Excellence: Managing Service-to-Sales Cultural Transformation
Today's service environment is more complicated than ever with more sophisticated products and services, demanding customers and costly turnover issues. While customer service managers strive to maintain high employee productivity in a stressful work environment, such challenges must be overcome to maintain satisfaction for both customers and employees.
Many customer service call center leaders who have successfully expanded their operations to include a sales function continually refine their organizational structure and operational processes, often leading to improved customer and employee loyalty. "Companies shouldn't be designing their organizational structure in isolation," explains Jonathan Tanz, Vice President of Research at Best Practices, LLC.
Best Practices, LLC has studied this trend extensively by examining the best practices of 57 world-class companies that have successfully reorganized their call centers in more than 20 industries. The research team also conducted in-depth interviews with call center executives at industry leaders such as Carlson Leisure, GE Consumer Finance, Intuit, Sprint, and Wells Fargo. Best Practices, LLC published its findings in an 89-page research report entitled "Managing Service-to-Sales Cultural Transformation," that is available online, along with a free excerpt, at http://www3.best-in-class.com/rr829.htm.
The study details insights on imperative aspects of managing the call center service-to-sales cultural transformation including:
-- Transformational Leadership
-- Organizational Structure to Enable Performance
-- Management Activities to Support Change
-- Training Approaches to Empower Employees
-- Hiring Strategies for Success
-- Achieving Business Goals with Performance Measurement and Incentive Systems
This research includes invaluable tools to help call center leaders continuously refine their organizational structure to improve implementation flaws and to accommodate new products or services and external changes in the marketplace. To purchase "Managing Service-to-Sales Cultural Transformation" or to download a research summary, visit http://www3.best-in-class.com/rr829.htm.
