Call Center Myth Busters, A Trilogy: Part II: Measurement, Analysis and Management
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Not since the days of Charles Dickens have we seen the likes of call centers and the "command and control" style in which they are run. Call centers have become modern day sweat shops with management alienation of workers, high staff turnover, low morale, entrapping technology, quotas of time and work, managers and inspectors micro-managing the work with scripts, "standard" work, coaching and monitoring for compliance. Customers have become "modern-day Oliver Twists" by asking for "more soup, pl...
