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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 3Workplace Frustration Spreads at Bernette

 

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LONG BEFORE her current work frustrations had her thinking about looking for a new job, Lauren had begun to believe that call center work was actually a real career option for her, not just something she would do until her younger children were grown. Over the years, she came to realize that a call center is an organization’s front line. And when that organization is in the business of helping people—when it serves the community—then the call center workers are helping to do good.

Sometimes, Bernette felt like a mission to Lauren. Lately, however, it had begun to feel a little like Mission: ...

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