T-Mobile Allegations: Is the Call Center Really Like a Sweatshop?
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An organization’s acceptance of the notion that happy agents yield happy customers is not a surefire sign that it will transform its work environment to create the happiest possible agents. More often than not, work environments, let alone contact center environments, will reflect a minimal commitment to employee engagement and a maximum commitment to cost-savings and impersonal management.
But tempering lofty workplace expectations and subjecting workers to sweatshop conditions are t...
