It’s not all about language ability: motivational cultural intelligence matters in call center performance
Volume: 28, Issue: 11, Pages: 1547 - 1562
Published: Jan 15, 2016
Abstract
This study focuses on the role of motivational cultural intelligence (CQ) in call center performance. Call centers mainly rely on verbal communication with language ability playing a significant role in delivery of tasks. This study argues that motivational CQ, or the interest and efficacy when interacting with individuals from culturally diverse backgrounds, plays a significant role in call center performance. This study was conducted in the...
Paper Details
Title
It’s not all about language ability: motivational cultural intelligence matters in call center performance
Published Date
Jan 15, 2016
Volume
28
Issue
11
Pages
1547 - 1562
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