Predicting Performance of Call Center Staff: The Role of Cognitive Ability and Emotional Intelligence
This study examined the relationship between cognitive ability (IQ) and emotional intelligence (EQ) in predicting a range of different performance metrics from a call centre environment. In all, 303 call centre staff completed multi-dimensional measures of both EQ and IQ. We also had recorded nine p...
| Main Authors: | , |
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| Format: | Article |
| Sprog: | English |
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MDPI AG
2024-11-01
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| Serier: | Psychology International |
| Fag: | |
| Online adgang: | https://www.mdpi.com/2813-9844/6/4/58 |