The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation

  title={The Impact of Simulation Training on Call Center Agent Performance: A Field-Based Investigation},
  author={Nagesh N. Murthy and Goutam N. Challagalla and Leslie H. Vincent and Tasadduq A. Shervani},
  journal={Manag. Sci.},
The most prevalent form of training call center agents is via classroom instruction coupled with role-plays. Role-play training has a theoretical base in behavior modeling that entails observation, practice, and feedback. Emerging simulation-based technologies offer enhancements to behavior modeling that are absent in role-play training. This study evaluates the effectiveness of simulation-based training (henceforth, simulation training) as a behavior modeling technique vis-a-vis role-play… 
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