Herman Shooster, founder of Global Response, on "management by walking around"

"Every morning, when I come into the office, I walk around the whole call center. And, I know everybody, because they're here for years...and, it's a pleasure just to say hello to people...and they know that they like to see me. I think that they feel secure, just seeing me day after day. I don't impinge on them, or try to... I just walk around. It's called "management by walking around". So I walk around a lot. And, people, from time to time will tell me that they like to see me do that. "

Category:

Education

Tags:

• global response
• call center
• outsourced call center
• customer care
• brand care
• customer service