Manchester Business School works with mplcontact on customer agression researchDr Karen Niven, a Lecturer in Organisational Psychology at Manchester Business School, undertook a study in collaboration with mplcontact in Belfast during January and February 2013 which focused on understanding the effects of caller aggression on call centre employees. Taking calls from angry or rude customers might influence employees' well-being and their need to manage their feelings in order to do their job well. There might even be knock on consequences in terms of how many calls they are able to handle.
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