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