Attrition Business Objectives Call Center Leadership 
Harvard Business Review
JULY 17, 2012
We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.
Harvard Business Review
JULY 17, 2012
We know of one retail bank that gave their call center representatives the edict to "delight" customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. He removed call center scripts, traditional behavior-based quality monitoring metrics, and limits on average handling time.
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