To schedule or not to schedule? Agentic and cooperative teams at call centers
نویسندگان
چکیده
منابع مشابه
To schedule or not to schedule? Agentic and cooperative teams at call centers
Work at call centers is often designed around technical solutions that imply some type of work schedule—every second that an agent is not on the phone amounts to precious queue time that must be managed (Durrande-Moreau, 1999). Even activities such as coffee brakes are scheduled (Garcia et al., 2012) and most call centers define a minimum percentage of the scheduled “time on the phone” (Garcia ...
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ژورنال
عنوان ژورنال: Frontiers in Psychology
سال: 2014
ISSN: 1664-1078
DOI: 10.3389/fpsyg.2014.00999