[jodyb65]

I am in middle management in the power restoration area of an electric utility and must deal daily with our call center. It is poorly managed causing very high turnover, poor attitudes, and the desire to unionize. At the management level, they are definitely not open to suggestions or compromise. I find lots of info online about call centers like this from a customer point of view or from an insider point of view, but not from my point of view - a department within the same company that must deal with this. Anyone out there in a similar situation that can offer advice on how I (we) can effect some positive change? Or maybe you work in a call center like this. Your input would be very interesting.