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Putting Humanity in Contact Centers

Customer Relationship Metrics

An employee’s perception of control is significantly related to psychological ownership. Pierce, O’Driscoll, Coghlan, 2004). When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Think about it as external Quality Monitoring (eQM).

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Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. She has served clients as an independent consulting partner since 2004. Kate Nasser.