Many people are currently working in call centres and much more are expected to work in them in the near future. Call centres are in a sense “modern factories” where services are delivered through information and communication technologies. This paper describes the technological evolution and discusses some aspects of human and work organisation in call centres. The final part of the paper focuses on a crucial issue commonly to be faced in call centres: the building up of organisational memories.
Bagnara, S., Gabrielli, F., Marti, P. (2000). Human work in the call centers. In Proceedings of the Human Factors and Ergonomics Society (pp.553-556). SAGE [10.1177/154193120004400602].
Human work in the call centers
MARTI, PATRIZIAMembro del Collaboration Group
2000-01-01
Abstract
Many people are currently working in call centres and much more are expected to work in them in the near future. Call centres are in a sense “modern factories” where services are delivered through information and communication technologies. This paper describes the technological evolution and discusses some aspects of human and work organisation in call centres. The final part of the paper focuses on a crucial issue commonly to be faced in call centres: the building up of organisational memories.
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https://hdl.handle.net/11365/433265