Making the right call: Redesigning call centres from the bottom up
First author at the time at Department of Management, London School of Economics.
Citation : Doellgast, V., and Sezer, L.A. (2012). Redesigning call centre jobs from the bottom up: The effects of call centre management practices on employee well-being and performance. Research for the Call Centre Action Month 2012, the Global Union for the information, communication, technology and services industry (UNI ICTS Global Union).