With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee performance, satisfaction and well-being....

Attrition is the biggest pain point in the contact-center industry across nations. Hence, it is important to study how to retain contact center employees. This study aimed to identify the key factors influencing long-term retention among contact center employees in Malaysia. The Delphi method...

Purpose - The aim of this paper was to empirically examine the impact of work motivation represented by introjected regulation on job satisfaction, which was illustrated by skill variety and task significance. This study was conducted relatedly to Moroccan call center operators, in the...

This research was designed to test and extend the model of emotional dissonance. Previous models of emotional dissonance, such as the Job Demand-Resource (JD-R) and the Stress-Strain-Outcome (SSO) models, are limited in that they do not account for the influences of work and work-family-related...

The COVID-19 pandemic has made teleworking a widespread form of work for contact center workers in Portugal, who are already used to work processes supported by technological platforms and digital workflows, but with little adherence to remote work. Deepening knowledge about the impact of...

We study the shift to fully remote work at a large call center in Turkey, highlighting three findings. First, fully remote work increased the share of women, including married women, rural and smaller-town residents. By accessing groups with traditionally lower labor-force participation the firm...

Call centers play a significant role in the operational dynamics of different types of businesses. This is especially the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for business patronage. Unfortunately, the pressures...

What prevents the spread of information among coworkers, and which management practices facilitate workplace knowledge flows? We conducted a field experiment in a sales company, addressing these questions with three active treatments. (1) Encouraging workers to talk about their sales techniques...

Optimization models enable organizations to find the best solution and respond to the demand from an uncertain environment and stochastic process promptly and with less engineering effort. This study aims to optimize the number of seasonal agents and customer prioritization needed for a call...

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...

"Call center employees once blended skill and emotional intelligence to solve customer problems while the workplace itself encouraged camaraderie and job satisfaction. Ten years after telecom industry deregulation, management had isolated the largely female workforce in cubicles, imposed quotas...

While formal mentorship programs are ubiquitous, less is known about who gains from receiving mentorship. In this paper, we report the outcome of a Randomized Controlled Trial (RCT) carried out in a US-based inbound sales call center where one branch of the experiment assigned a random subset of...

We consider a queueing system where some of the customers are redirected from one queue to the other. We distinguish between those who are redirected and those who exit the system after being served by their service rate. Although it is assumed that all external arrived and services are...

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a...

With the increasing complexity and dynamism of the modern work experience, the importance of the psychological contract has become increasingly clear. Organizations and researchers alike have recognized the implications of this contract for employee performance, satisfaction and well-being....

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a...

What prevents the spread of information among coworkers, and which management practices facilitate workplace knowledge flows? We conducted a field experiment in a sales company, addressing these questions with three active treatments. (1) Encouraging workers to talk about their sales techniques...