The Call Center Agent’s Performance Paradox: A Mixed-Methods Study of Discourse Strategies and Paradox Resolution

Volume: 5, Issue: 2, Pages: 152 - 170
Published: Jun 4, 2019
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
Citation AnalysisPro
  • Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
  • Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.