IT Employment

Resting Time Activeness Determines Team Performance in Call Centers

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Executive Summary

Improving team performance has long been a great concern of leaders and managers. They try to understand the factors affecting performance and reorganize their team on the basis of their experience, intuition, and/or knowledge derived from project management training. Recent progress in wearable sensor technologies has given them another strong means of grasping their team conditions. Studies using such technologies have shown, for example, that the cohesion of a face-to-face network, as measured using wearable sensors, correlates with performance. However, causality between face-to-face communication and performance has remained unclear.

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