If that weren’t trying enough, call center reps have little decision latitude and their jobs are often the very definition of routine. When a call comes in, they listen to the caller—and then, in most cases, tap a few buttons on their computer to retrieve a script. Then they follow that script, sometimes word for word, in the hope of getting the caller off the line as quickly as possible. It can be deadening work, made drearier still because managers in many call centers, in an effort to boost productivity, listen in on reps’ conversations and monitor how long each call lasts. Little wonder,
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