A Jeanne Site
California State University, Dominguez Hills
University of Wisconsin, Parkside
Latest update: June 19, 2000
Curran or Takata.
This essay is based on John Seddon's discussion of a sweatshop approach to handling incoming phone calls: From Sweat Shops to World Class: Transforming Call Centre Operations.
- commonality of issue: automated call routing
- tendency to claim knowledge of problems when no understanding of problem
- adversarial nature of that claim
- problems traceable
- inclusion of "morale" in solution