home › event - how can i help you today? the knowledge work of call center agents

EVENT:

How Can I Help You Today? The Knowledge Work of Call Center Agents
Conferences & Talks

 

description

This paper reflects on an industry case study conducted in two outsourced call centers to explore the human side of their turnover problem. At the project’s onset, management did not consider it necessary to get input from their agents as they already had a thorough knowledge of their organization’s operations based on financial analyses and employee surveys. However when we brought back examples from the field showing agent work as complex, dynamic, stressful knowledge work, management began to see the value of soliciting input from their front-line employees. What started as a turnover investigation resulted in an organizational learning initiative to capture and propagate the “human” side of call center work. In the end, we shadowed agents through their shift to create “A day in the life of a call agent” video documentary so that organization-wide all could appreciate the complexity of call agent work.

 

upcoming events   view all 

Joshua Wolf Shenk: The Power of Two
6 October 2014
Conferences & Talks  

Automated Data Integration
Eric Huang, Author, Saigopal Nelaturi
27 October 2014
Conferences & Talks  

Global Competitiveness: The Role of Innovation and Productivity
Stephen Hoover, CEO, PARC
27 October 2014 | Toronto, Canada
Conferences & Talks  

The Internet of Everything
Stephen Hoover, CEO, PARC
28 October 2014 | Toronto, Canada
Conferences & Talks  

Open Forum: Cities and the Digital Frontier
Mike Steep
30 October 2014
George E. Pake Auditorium, PARC | Palo Alto, CA

Churchill Club