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Erschienen in:
2004 | OriginalPaper | Buchkapitel
Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada
verfasst von : Caroline Collin Jacques
Erschienen in: Call Centres and Human Resource Management
Verlag: Palgrave Macmillan UK
Enthalten in: Professional Book Archive
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The aim of this chapter is to examine the experience of professional labour in call centres within a cross-national framework. More particularly, it focuses on the work organization of nurses employed in call centre settings to provide public healthcare services by telephone. The experience of England (NHS Direct) and Quebec (Health-Info CLSC) are examined in a comparative analysis.