Factors influencing performance of call centre agents : a study of a South African outsourced call centre
This paper explores the factors influencing performance of call centre agents in a South African outsourced call centre in the motor industry, specifically in respect of organisational identification, job satisfaction and emotions at work. The ability to compete in the global economy will become inc...
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University of Pretoria
2013
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| Online Access: | http://hdl.handle.net/2263/23840 Bettesworth, F 2009, Factors influencing performance of call centre agents : a study of a South African outsourced call centre, MBA dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/23840 > http://upetd.up.ac.za/thesis/available/etd-04072010-142649/ |