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Dear All, My colleague is accumulating literature for a dissertation. Does anyone know of any research papers or articles pertaining to call centre working practices and the verbal abuse received by call handlers? He already has the following: HELA, (2001), Advice Regarding Call Centre Working Practices, LAC 94/1 (rev). HSE, (2000), The Effects of New Ways of Working on Employees' Stress Levels, Contract Research Report 259/2000, Sudbury, HSE Books. TUC, (2001), Health and Safety in Call Centres, http://www.tuc.org.uk/work_life/tuc-2659-f3.cfm#tuc-2659-3 Thank you in anticipation M Oliver OHN specialist practitioner