call centers ought to be called Customer Management Centers

I started in the "call center" business 30 years ago, helping to sell,  and implement, "call centers" to corporations such as IBM, Rockwell, Xerox, Honeywell and a few with names no longer even remembered such as Burroughs ...

It is time to raise the level of importance and recognize the fact that the Customer Management center is the repository of many of the details of the organizations knowledge of the customer and of its own policies.

Renaming the call centers as "Customer Management Centers" would announce something different both to employees and customers. I under the auspices of a management structure based upon the principles of the Service-Profit Chain will also change the culture and the performance of your employees and increase both customer and employee satisfaction and loyalty