Gordon MacPherson, founder of Incoming Calls Management Institute (ICMI), defined call center management as “The Art and Science of getting the right number of people, in the right place, at the right time, doing the right thing.” That sounds rather simplistic until we start applying the art and science to make that happen. Layer on our challenges of having distributed workforces and remote operations and our strategy for getting this right becomes even more difficult.
This article appears in August 2022.
