Nowhere is the quickened pace of today's workplace more evident than in call centers, where effectiveness is measured in seconds. In this environment, customer service representatives take a new call each and every time they hang up the phone. With each call, they're expected to be as positive, professional, and expedient as if they were taking their only call of the day. With all the stress, it's no wonder that high turnover and burnout are problems. Ameritech's Chicago North call center ...

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