Every business aspires to be the leader in its domain and the one thing that can make or break this dream is how the company utilizes its data.
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A government agency enriched the jobs of customer service assistants (csas) by giving them more autonomy and responsibility for clients in a specific geographic area. Previously, csas had limited autonomy and would serve clients based on random assignment. Although these changes clearly enriched the jobs, many of the csas were neither more motivated nor satisfied after the changes.
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