Which is more important for (call centre) business operation? agents or management?   stance: agent:
AGENTS. this is effin' callcenter. its should already be a cliche. eventhough management is the one creating the "strategy", if its not favorable to the AGENTS, then the management is useless, they need to come up with another plan... unless the "power" kicks in that AGENTS wont be able to do anything but to freakin' follow.