Self-evaluation makes for happier staff

June 2007
People Management;6/14/2007, Vol. 13 Issue 12, p17
The article reports that a customer service programme that asks call-centre workers to rate their own performance has achieved impressive results for a health maintenance organization called ConnectiCare in Great Britain. The firm has excelled in customer service, being voted the sixth-best organization of its type in the U.S. The scheme also gives the firm's 70 call-centre representatives the chance to assess their own performance on a scale of one to 100.


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