One of the most important aspects of many businesses providing customer services are their call centers. These organizations employ millions of workers who are required to address customer queries and provide solutions to both existing and prospective clients. Customer service is looked at as key factor to keeping current customers. Worldwide, call centers comprise an ever-evolving and dynamic industry, yet researchers find that there is a high turnover rate among call center agents (Pierre & Tremblay, 2011). Facing customers and answering complicated queries are daunting tasks, this is made even more complicated by the fact that call center technology is being employed at a rapid rate and call center agents must keep abreast of these advancements to function more effectively and efficiently.
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Pigman, Angelica and Haan, Perry, "Employee Retention in a Call Center" (2017). Association of Marketing Theory and Practice Proceedings 2017. 38.