Education Commons^™

Exploring Factors Related To Customer Service Representatives’ (Csrs) Performance In Call Centers., Ruth R. Jayson-Polk

Theses and Dissertations

This study provides critical research on individual change and its impact on individual performance using the ADKAR change management model. This applied dissertation was designed to research improvement in call monitoring performance scores between two groups of customer service representatives’ (CSRs): the experimental group receiving the ADKAR change management intervention, and the control group, who did not receive the ADKAR change management intervention. The ADKAR change management model (Hiatt, 2006) provided the theoretical framework for the study.

The literature review revealed that change management is a critical component of organizational change but is driven by individual change. The literature informs …

Strategies For Reducing Voluntary Employee Turnover In Public Schools, Peggy Teresa Proctor-Matos

Walden Dissertations and Doctoral Studies

The oversight of systematic approaches to reducing voluntary employee turnover decreases educational institutions’ budgets and performance. In the United States, public schools spend over $2.22 billion annually in voluntary employee turnover costs. The purpose of this qualitative single case study was to explore strategies public school leaders use to reduce voluntary employee turnover. The population consisted of 3 leaders from 1 public school located in Georgia, with successful experience reducing voluntary employee turnover. The conceptual framework for this study was grounded in Vroom’s expectancy theory. The data collection process included semistructured interviews and organizational documents and artifacts. Data were analyzed …