Transcription of Organizing and Managing the Call Center
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Organizing and Managing the Call Center
3. Organizing and Managing the Call Center You don't know what you don't know until you know it the right solution is a continuous search for the right solution. Dr. Ichak Adizes Overview The turn of the 20th century was the dawn of a new age in communica- tions. A few decades earlier, in 1876, the telephone had been invented and telephone service was proliferating rapidly. As telephone services expanded, the public began to depend on and even expect reliable service from tele- communication providers. As the subscriber base grew, telephone companies were contending with new resource-planning problems.
The WFM system did not improve the call center managers’ knowledge so much as it assisted them in reaching similar conclusions more quickly. Workforce management in the call center has been defined as “the art and science of having the right …
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