Despite the integration of telephone and VDU technologies, call centres are not uniform in terms of work organization. It is suggested that diversity can best be understood by reference to a range of quantitative and qualitative characteristics. Consequently, perspectives that treat all call...

Cover -- Title Page -- Copyright Page -- Contents -- About the Authors -- Preface -- Acknowledgements -- About the Companion Website -- Chapter 1 Introduction -- Why Read This Book? -- Who Will Benefit From Reading the Toolkit? -- Why a Motivational Approach to Helping People to Change? -- Try...