2004 | Book
Call Centres and Human Resource Management
A Cross-National Perspective
Editors: Stephen Deery, Nicholas Kinnie
Publisher: Palgrave Macmillan UK
Included in: Professional Book Archive
2004 | Book
Editors: Stephen Deery, Nicholas Kinnie
Publisher: Palgrave Macmillan UK
Included in: Professional Book Archive
This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for employers and policy makers.