New metrics have been introduced into software technical operation of the call center support. These figures reveal a wide range of performance among employees for time taken to answer customer questions and perceived quality of customer services. Call center manager is wondering how to make use of these indicators. He is inclined to "go public" with them, while the head of human resources, said that it could damage employee morale, as well as make it more difficult for the company to attract the market, there are shortages of labor. "Hide
by Jeffrey Gandz Source: Richard Ivey School of Business Foundation 7 pages. Publication Date: January 7, 2008. Prod. #: 908C03-PDF-ENG
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