Hold the production line
- Hold the production line. Arkin, Anat // People Management;02/06/97, Vol. 3 Issue 3, p22
Discusses how the author taps into the telephone-based business sector to find out how some organizations are tackling low motivation and high stress levels among employees. Rise in the number of people employed in call centers; Expansion of existing premises of call centers; Inherent problems...
- Facilitating Feedback. Coen, Dan // Customer Interface;Nov2001, Vol. 14 Issue 11, p12
Gives advice for call center managers on the creation of communication and feedback programs. Importance of knowledge on the relationship between human nature and the responsibilities of call center agents; Motives of call center agents in providing feedback; Characteristics of the categories...
- Call-handlers’ working conditions and their subjective experience of work: a transversal study. Croidieu, Sophie; Charbotel, Barbara; Vohito, Michel; Renaud, Liliane; Jaussaud, Joelle; Bourboul, Christian; Ardiet, Dominique; Imbard, Isabelle; Guerin, Anne Céline; Bergeret, Alain // International Archives of Occupational & Environmental Health;Oct2008, Vol. 82 Issue 1, p67
The present study sought to describe call-center working conditions and call-handlersâ€™ subjective experience of their work. A transversal study was performed in companies followed by the 47 occupational physicians taking part. A dedicated questionnaire included one part on working...
- Staff stress is a tough call. // Travel Weekly: The Choice of Travel Professionals;2/17/2006, Issue 1808, p84
This article reports that travel firms with call centres should allow staff to take breaks after difficult customer calls to minimise workplace stress, according to the Health and Safety Executive. The body estimates stress costs British businesses Â£3.7 billion a year through sick days,...
- Top Tucson-area teleservices firms. Trower, Tanya // Inside Tucson Business;07/27/98, Vol. 8 Issue 18, p18
Ranks teleservices firms in Tucson, Arizona based on the number of their full-time equivalent employees, current as of July 27, 1998. Includes contact information; Services offered; Year founded.
- Call centres: Battery farming or free range? Crome, Matthew // Credit Control;1998, Vol. 19 Issue 6, p12
Predicts that the British call center industry will have a lack of employees by year 2001. Presence of foreign employees; Competition for market share; Strategy for retaining employees.
- The accent is the message. // Management Today;Aug1996, p14
Focuses on the importance of accent when carrying messages in call centers. Stereotype speech characteristics; Taking telephone inquiries; Preference for Scottish accent.
- Call centers are the strategic key to profitable... Orr, Bill // ABA Banking Journal;Feb97, Vol. 89 Issue 2, p66
States that banks are not getting the full benefits from their call centers. Possible reasons for this problem; Reference to a study which Financial Training Resources Incorporated conducted for ABA (American Bankers Association); Statements from Anne Livingston, ABA's associate director for...
- Inbound call center employees are taking control. Culp, Mildred // San Diego Business Journal;07/06/98, Vol. 19 Issue 27, p33
Focuses on the inbound call centers in the United States. Changes in inbound call centers; Importance of call centers to businesses; Results of studies on call centers; Problems associated with inbound call centers.