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Extra resources for A Precis of a Communicative Theory of the Firm

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Identification of the business goals, or outputs, that you want the call center to produce in the next year. ✓ An economic model made up of the key variables, or performance drivers, that affect your call center’s business goals. ) ✓ Identification of the business practices that affect performance drivers (frequently organized in the categories of people, process, and technology). ✓ Identification and creation of a supporting culture. ✓ A feedback mechanism. What makes business models so important?

Not surprisingly, the average revenue per customer was much lower in the second company. This story is far from a scientific study, but it goes to show you that being nice is good for business. These companies sold virtually the same products for approximately the same prices and had Employee satisfaction As we discuss in Chapter 6, your employees can tell you in your monthly employee opinion survey what they see as being employee satisfaction drivers. Start by asking general questions about job satisfaction; then ask openended questions about the most and least satisfying aspects of the job.

The highest-value call center services available: This phrase suggests not that the call center will be the cheapest operation, but that it will deliver the most productivity for the money, creating an opportunity to balance cost control, revenue generation, and customer satisfaction. ✓ We are a learning organization: This phrase identifies the long-term result of consistently following the mission and business model. Overall, this mission statement provides a neat way to launch into your business model, and you can use it to quickly explain what your call center is trying to do.

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A Precis of a Communicative Theory of the Firm


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