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Most every company is moving faster today, stretching to meet new and changing customer demands. No place are these changes more evident than in the call center environment in which the effectiveness of the operation and each job in it is measured in seconds. Here a customer service representative has a new call each and every time they hang up the phone and with each call they are expected to b... More

Most every company is moving faster today, stretching to meet new and changing customer demands. No place are these changes more evident than in the call center environment in which the effectiveness of the operation and each job in it is measured in seconds. Here a customer service representative has a new call each and every time they hang up the phone and with each call they are expected to be as positive, professional and expedient as if it were their only call of the day. Stress is always present, the likelihood of burnout is great and of turnover, even greater.

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