𝔖 Bobbio Scriptorium
✦   LIBER   ✦

Building fluent performance in a customer call center

✍ Scribed by Dr. Carl Binder; Lee Sweeney


Book ID
104526076
Publisher
John Wiley and Sons
Year
2002
Weight
464 KB
Volume
41
Category
Article
ISSN
1090-8811

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Call centers have become an important customer access channel as well as an important source of customer-related information. Frequently, call center employees experience role stress as a result of the conflicting demands of the company, supervisors, and customers. In this article, antecedents and c