the case because a call center agent’s demeanor can impair or engender customer satisfaction, which has ramifications for … business patronage. Unfortunately, the pressures associated with the role of the call center agent have made staff attrition a … norm in the industry. While this does not augur well for the call center or the organizations that they serve, the role of …

Objective: This paper aims to study the experience of call center service customers from the academic and corporate …'s perceptive of internal corporate operations and key performance indicators established in a call center's balanced scorecard. It … under study for evaluating the quality of customer interaction when a customer reaches a customer service's call center …