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Fortune
Fortune
Paige McGlauflin, Joseph Abrams

How one company created a DEI initiative to boost engagement and confidence among BIPOC customer service workers

Shot of a young female call center agent using a laptop at work (Credit: Marco VDM—Getty Images)

Good morning!

Working in customer service is an almost surefire way to become burned out these days. Employees often have to weather abuse from clients, leading to compassion fatigue and high turnover. People of color in this industry, and Black people in particular, often face worse treatment from both customers and supervisors compared to their white peers.

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