Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXI, Issue 4

Date: April 1, 2010 - Managing Relationships

The Bureau of Labor Statistics ranked CSRs third in the top 10 occupations likely to provide the most job growth in the next decade.  In 2008 it accounted for 2.3 million jobs and is expected to grow almost 20% boy 2018.  (, Leadership, 2/26/10)

“It turns out that success is coming from the atypical organizations, the ones that can get back to embracing irreplaceable people, the linchpins, the ones that make a difference. Anything else can be replicated cheaper by someone else.”  (Seth Godin’s Blog 3/7/2010)

When we look at companies and their assets, I’d like to reframe it such that it’s not only the furniture, fixtures, hardware, software, but the real assets and the only thing you have control over is the relationship with the customer.

 Where does it begin? 

To create the right experience, companies must make a fundamental shift from managing the numbers to managing the relationships.  But again the feet and the mouth don’t always go in the same direction.  Upper management needs to support the customer service initiatives.

Once again, we the people, make the difference.


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