... on a quantitative survey of 155 call center managers in France, which benefited from extensive preparation through ten case studies. Findings When focusing the analysis on call centers handling only inbound calls, five main factors: the profile of the telephone operators, division of labor, goals, reward system...

... information systems and their uses at work and in everyday life. Design/methodology/approach The approach is confessional and describes the way in which critical qualitative research was undertaken in specific areas – that of call centres in Northwest England, gender and the UK ICT labour market and PhD...