Big Challenges in the Small Call Center

Presented by

Lisa Rotherham and Sheryl Burmaster, Augsburg Fortress Publishing

About this talk

CCNG talks with member Augsburg Fortress's Director of Customer Care and Process Improvement, Sheryl Burmaster about their call center best practices in their small call center operation in Minneapolis MN. Augsburg Fortress will be hosting an upcoming CCNG networking event in their center. Info for the event located at

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.