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How Can I Help You Today? The Knowledge Work of Call Center Agents
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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.

 

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The Cutting Edge of Artificial Intelligence
Tolga Kurtoglu, Margareta Ackerman, Andra Keay, Piero Scaruffi, Allen Saakyan
22 February 2018 | George E. Pake Auditorium, PARC
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Printed Electronics: From Vision to Disruption
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13 March 2018 | Munich, Germany
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The Ghost in the Smart Machine (Panel)
Tolga Kurtoglu, Panelist
22 March 2018 | Chicago, IL
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Bringing Reliable (and Transparent) AI to Business (Keynote)
Tolga Kurtoglu, Keynote Speaker
26 April 2018 | Seattle, WA
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