See no evil in the voice-to-voice customer service context

Michael Peasley, Carlos Bauer, Daniel Bachrach, Ashutosh Patil & Bryan Hochstein
A sample of more than 28,000 front-line employee (FLE) - customer interactions, extrapolating from foundational framing, we pit conventional service approaches against one another to propose a dual-process model, situating customer frustration/satisfaction as mediators of the indirect relationships between resolution/relational tactics and call duration – a key customer service efficiency outcome.
This data repository is not currently reporting usage information. For information on how your repository can submit usage information, please see our documentation.