GLOSSARY: Common Causes

The usual, historical, quantifiable variation in a system. Contact centers often find their way into this category. Whether a center handles sales, service, support or all three, the job has some built-in difficulties that can adversely affect morale: repetitious tasks, demanding or dissatisfied customers, agent’s feeling of being tied to their workstation, fear or uncertainty, pressure to get through calls, e-mails, or chat sessions quickly.