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Phone monkey or agent with a mission? / Ronald H. Humphrey.

By: Material type: TextSeries: Publisher: [London] : SAGE, 2016Description: 1 online resource : illustrations (black and white, and colour)Content type:
  • text
  • still image
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781506324623 (ebook) :
Subject(s): DDC classification:
  • 658.812 23
Online resources: The case is inspired by a book by an anonymous British author, Phone Monkey: The Secret Diary of a Frustrated Call Centre Worker. The company for which the author and his fellow "Phone Monkeys" worked provided poor incentives and had subsequently garnered a bad work environment with less than desirable customer relations. By comparison, this case study also presents an account of the working environment at the call center for the United Services Automobile Association and asks students to assess the effect that different styles of leadership had on the working environment at each company.
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Originally Published in: Humphrey, R. H. (2013). Phone Monkey or Agent With a Mission? In Effective leadership: Theory, cases and applications (pp. 408-409). Los Angeles: SAGE Publications, Inc. ISBN: 9781412963558.

The case is inspired by a book by an anonymous British author, Phone Monkey: The Secret Diary of a Frustrated Call Centre Worker. The company for which the author and his fellow "Phone Monkeys" worked provided poor incentives and had subsequently garnered a bad work environment with less than desirable customer relations. By comparison, this case study also presents an account of the working environment at the call center for the United Services Automobile Association and asks students to assess the effect that different styles of leadership had on the working environment at each company.

Description based on online resource; title from home page (viewed on April 28, 2016).

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