Communication strategies of call center agents : a multi-method study of solidarity building and conversation control on agent performance
Previous research has examined call center agent performance from the viewpoint of efficiency (an organizational goal) or from customer satisfaction (the callers‘ goal). However, few studies examine call center practice from the perspective of the agent and caller by considering the text of interact...
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| Format: | Thesis |
| Language: | English |
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2011
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| Online Access: | https://hdl.handle.net/10356/45497 |