Voices from higher up the ladder: exploring the team leader role in call centres
This paper focuses on an under-researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable co...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Wiley-Blackwell Publishing
2013
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/6015 |