Valsecchi, Raffaella; Wise, Sarah; Mueller, Frank; … - In: Employee Relations 34 (2012) 3, pp. 288-305
Purpose – This paper aims to explore the introduction of teamwork in two health call centres, NHS Direct and NHS24, and intervenes in the emergent debate over teamwork in call centres. Although within the call centre work environment there is no obvious functional rationale for teamwork, teams...
