Jack be Quick (+Polite + Effective): Performance Paradoxes in Call Centers

Using a mixed-methods design, we examine communication strategies used by call center agents to resolve the performance paradox of meeting competing organization and customer demands. In Study 1-an inductive, qualitative study based on call data from a call center for a large financial services company-we adopted a grounded theory approach to investigate the communication strategies used by call center agents during their discourse with callers....