Big Data, Trying to Build Better Workers

April 29, 2013 | STEVE LOHR | New York Times
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BOSSES, as it turns out, really do matter — perhaps far more than even they realize.
In telephone call centers, for example, where hourly workers handle a steady stream of calls under demanding conditions, the communication skills and personal warmth of an employee’s supervisor are often crucial in determining the employee’s tenure and performance. In fact, recent research shows that the quality of the supervisor may be more important than the experience and individual attributes of the workers themselves.