The Call Center Agent’s Performance Paradox: A Mixed-Methods Study of Discourse Strategies and Paradox Resolution
Abstract
Call center agents face the performance paradox of courtesy, efficiency, and effectiveness. To understand how agents resolve the performance paradox, we conducted a mixed-methods study with call...
Paper Details
Title
The Call Center Agent’s Performance Paradox: A Mixed-Methods Study of Discourse Strategies and Paradox Resolution
Published Date
Jun 4, 2019
Volume
5
Issue
2
Pages
152 - 170
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