White Paper: The seven habits of highly effective call centres
Steven Covey’s best selling book, “The 7 Habits of Highly Effective People” has inspired many parallels in the field of business and organizational improvement. Call centres, too, could become significantly better at what they do by adopting the same principles as the book.
In this white paper, eGain, the technology provider, look at the seven habits that make up an effective call centre.
The seven habits are
- Habit 1 : Be proactive – Harness the power of new technologies
- Habit 2 : Begin with the end in mind – start with mission statements, goals, road maps and metrics
- Habit 3 : Put first things first – let priorities drive initiatives
- Habit 4 : Think win/ win – what’s good for your customer is good for you too
- Habit 5 : Seek first to understand, then to be understood – know your customer
- Habit 6 : Synergize – bring it all together with a customer interaction hub
- Habit 7 : Sharpen your saw (the right one, that is)
Click here to download the white paper (no registration required)
Tweet2 Sep 2005
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