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Chapter 12. Organizations: Manage Techno... > Get the People Part Right

Get the People Part Right

Getting the people part right isn't about being nice. When the focus is solely on technology and human needs are ignored, the outcome is bad business results.

A wonderful example of bad practices is the usual design of technology-based customer call centers. An effective call center delivers outstanding service and employees remain with the company and at the call center for years. Ineffective call centers deliver poor levels of service and their turnover is very high and expensive. Effective and ineffective call centers use the same technology. Why, then, are some successful but the majority are not?[3]


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