Staying Afloat in a Sinking Economy: A Call Center Manager's Survival Guide

As the United States faces its worst economic crisis since the Great Depression, many companies are looking for places to cut back. The call center, though rising in perceived value to senior management, is often viewed as a “cost center,” and an easy place to trim the fat. It then becomes the job of the call center manager to justify the center’s contribution to the company’s bottom line, and offer a solid plan for doing “more with less.”

In this paper, Wendy Hubbard, co-founder of Inova Solutions, explores how overextended call center managers can adjust tactics and strategies to align with the economic environment. Learn how to:
          • Improve operational efficiency
          • Optimize your workforce
          • Adjust customer service strategy