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Is a strong matrix management model in the call center environment possible?

April 26, 2017Call center Environment Management matrix model possible strong

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Is a strong matrix management model in the call center environment possible?

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I am looking for information on using a matrix management model for a call center environment. This is frequently used in work-at-home agent models but I am interested in anyone using it in a center enviroment. Who is using a matrix model, how is it working, what drove the decision to matrix management? Any help, suggestions or ideas would be greatly appreciated.