...Nick Drake-Knight Purpose – Emphasizes the importance of self-confidence in sales people and reveals how these employees can achieve confidence in their call-center roles. Design/methodology/approach – Puts forward a series of spidergrams illustrating the self-confidence...

... Russell Bradshaw, research consultant with Lorien Customer Focus (LCF), a market‐research and training consultancy specializing in helping clients to maximize the value of the customer‐supplier relationship, and achieve customer loyalty. Ignoring the human‐performance element of call‐center operations...

... that they know how each individual employee is performing. This is something that managers can easily lose track of in a large call center. Following the project, Loop used the values in action statements to develop a questionnaire to be incorporated within TPMG’s online 360‐degree‐feedback tool, orbit360...

.... Lloyds TSB has been working not only to ensure that its call centers provide the best possible service to customers, but also that it provides its staff with the best possible place to work. The team began with a gap analysis, to ensure that all three sites met the basic areas that the CCA standard...

... The Nationwide’s regional call centers are designed to supplement the services of the society’s two main call centers, in Swindon and Nottingham. These two centers employ hundreds of staff, trained face to face by instructors working in classrooms. In order to meet the needs of the new regional...

... A documentary shown on UK television last year followed the fortunes of a group of Indian university graduates who were being trained to work in call centers catering for UK customers. The trainees had to work on being as accent‐less as possible and they also had to “bone up” on aspects of modern...