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Essay Details:
Essay text:
call centers
operated by a major telecommunications provider.
The company agreed to participate in a study
undertaken as part of a doctoral dissertation to
investigate the relationship between customer
satisfaction and preferred conflict-handling styles.
CHALLENGE:
Call center managers face many challenges, two
of which are addressed by this study: meeting
customer satisfaction targets and getting the most
from training programs for call center reps. The
company's average customer satisfaction rate was
80 percent across all its other call centers, but
this unit was achieving only 77 percent...
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