Date of Conferral
3-13-2025
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Gwendolyn Dooley
Abstract
Some small business virtual call center managers struggle to implement effective remote communication strategies, leading to inefficient team collaboration. As a result, decreased productivity and poor communication can negatively impact customer service, employee engagement, and overall business performance. Grounded in Tuckman's group development theory, the purpose of this qualitative pragmatic study was to explore communication strategies that five virtual call center managers used to develop and sustain team collaboration in Northern New Jersey. The data collected from semistructured interviews were thematically analyzed, revealing three key themes: (a) communication, (b) teamwork, and (c) challenges with the use of technology. A primary recommendation for call center managers is to improve communication through group chat, video conferencing, and email. Open communication, effective teamwork, and the appropriate use of technology are determined to be effective collaboration strategies to improve performance on virtual call center teams. The implications of positive social change include the potential for employees and leaders to build community trust by reducing communication barriers and promoting ethical conduct and integrity in social initiatives.
Recommended Citation
Bruce, Daivon M., "Effective Strategies Call Center Managers Use to Develop and Sustain Team Collaboration in a Virtual Work Environment." (2025). Walden Dissertations and Doctoral Studies. 17471.
https://scholarworks.waldenu.edu/dissertations/17471
