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Jak pracownicy call center radzą sobie ze stresem związanym z pracą

Jak pracownicy call center radzą sobie ze stresem związanym z pracą


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Istnieje wiele innych sposobów, w jakie pracownicy call center radzą sobie ze stresem w pracy. Badania Houlihana (2000:230) dostarczają wielu dowodów na to, że pracownicy stosują określone procedury, wykorzystując wlasne strategie, w tym odcinanie trudnych klientów, wstrzymywanie obslugi skomplikowanych i niechętnych do wspólpracy rozmówców oraz szereg strategii unikania rozmów. Takie dzialania mają na celu osiągnięcie celów i zminimalizowanie osobistej frustracji i znudzenia. Badania Hauptefleischa (2006) wskazują, że to wlaśnie niesprawiedliwe relacje powodują brak zainteresowania agentów call center swoją pracą. Nie wydaje się, aby agenci od początku tak podchodzili do swojej pracy, raczej kultura call center ksztaltuje ich w ten sposób. Literatura wskazuje, że call center starają się minimalizowac te problemy, wprowadzając szereg inicjatyw, takich jak "dopasowanie osoby do stanowiska" (Houlihan, 2000). Ponadto poszukują oni inicjatyw opartych na pracy zespolowej i socjalizacji. Houlihan (2000: 231) twierdzi, że "podstawowymi kryteriami wyboru pracowników call center są umiejętności behawioralne, cechy osobowości oraz konkretne umiejętności, takie jak maniery telefoniczne i umiejętnośc pracy w zespole".


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Product Details
  • ISBN-13: 9786209142895
  • Publisher: Wydawnictwo Nasza Wiedza
  • Publisher Imprint: Wydawnictwo Nasza Wiedza
  • Height: 229 mm
  • No of Pages: 116
  • Returnable: N
  • Weight: 218 gr
  • ISBN-10: 6209142893
  • Publisher Date: 24 Oct 2025
  • Binding: Paperback
  • Language: Polish
  • Returnable: N
  • Spine Width: 7 mm
  • Width: 152 mm


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