Improving Employee Motivation and Retention in Call Centers: Is Adding Layers the Answer?
基于2008年《Industrial Relations》期刊的研究，探讨呼叫中心通过增加管理层级来提升员工激励和留任的效果，发现扁平结构虽降低成本但需加强监督和留任措施。
The article discusses the results of a research paper published in a 2008 issue of the journal "Industrial Relations," by Philip Moss, Harold Salzman and Chris Tilly, titled "Under construction: The continuing evolution of job structures in call centers." The study investigated employee turnover, hierarchical structures and career opportunities in call centers. The results indicated that call centers typically strive for cost minimization through flat hierarchies, but often discover that functional levels of customer service cannot be delivered without increasing their supervisory apparatus and employee retention efforts.