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OD in Call Centres

Hi All,I support Call Centres in the Telecoms industry and I am currently doing an Organisational design project around some of the roles in the call centres. I am gathering some external research and I have two questions for you all:- Is there anybody who supports Call Centres?- If so, do you have coaches in your Call centres and do you see the benefit?Really appreciate any help or support on this :)Thanks,Emily

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