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Customer Relationship Management: The Bottom Line to Optimizing Your ROI by Dr. Natalie L. Petouhoff, Dr. Jon Anton

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Where Theory and Reality Meet: A Guide for the Stages of Team Development and Leadership Behaviors

We have managed many major implementations of new technology in call centers. We have learned firsthand that implementing the necessary changes to remain competitive in a global market can have a substantial psychological impact on call center employees. This can also directly affect the customer service they provide and therefore impact customer retention.

This section focuses on the theory of team development stages: the typical behaviors to be expected from team members, the productivity of a team, and suggested behaviors for team leaders to help the team adjust through the various stages. We then compare that to a case study conducted by Julie ...

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