Chapter One
Introduction
MEET JENNIFER (TAKE 1)
Jennifer quit her job at a catalog call center after only nine months and applied to Circle Cruise Lines for a small pay increase. She was also looking for more on-the-job engagement, better social experiences with coworkers, and a greater sense of belonging.
Jennifer has a tough but typical information job. She talks a lot (and listens) while staring at a computer screen. She gets an average of seventy-five calls each day and thirty-seven calls on light days when the center is not “on queue.” From her open carrel on the call center floor, she and her managers can view the progress of the center on a huge lighted board that is all numbers: average handling time, number of calls waiting, projected ...
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