You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre
(2005)
Presentation / Conference Contribution
Ellis, V., & Taylor, P. (2005, March). You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre. Paper presented at 21st International Labour Process Conference, Glasgow
This paper locates the emergence of call centres within the broader political economy. We demonstrate how British Gas responded to privatisation, restrictive regulation and the need to deliver shareholder value by radically changing work organisation... Read More about You don't know what you've got till it's gone: Recontextualising the origins, development and impact of the call centre.