National Grid: how giving call handlers autonomy boosted wellbeing and profits
Call centres are traditionally associated with large, noisy, open plan offices with workers packed in, with clear guidelines on things like start times, end times and when people can take breaks. Given this kind of set up, it’s understandable why many managers argue it’s difficult to offer their staff much autonomy. But National Grid Metering, … Continue reading National Grid: how giving call handlers autonomy boosted wellbeing and profits
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