Apologies for cross postings
Dear All
On the 15th November, 2006, we are holding a free conference
on ‘International research on HRM in Call Centres’ in Edinburgh.
The conference draws together the findings from two international studies
of call centres. It is the first time the results from these studies have
been presented publicly.
The first international study, the Leonardo da Vinci programme’s CONTAKT
project, has focused on human resource development in four European
countries.
The second study, the Global Call Centre Project, has examined call centre
human resource management in 17 countries, including, the UK, USA, India,
France, Germany, Denmark, the Netherlands, Spain, Poland, Sweden, Korea,
South Africa, and Brazil.
The aim of this one day conference is to address questions important to
understanding and improving the call centre industry. These questions
include:
• What is the extent and nature of call centre HRM and HRD practices
in different countries? How similar or different are call centres between
countries?
• What shapes HRM and HRD in call centres? Is it organisational
strategy or institutional factors such as training infrastructure or trade
unions?
• Do HRM and HRD make a difference? Do they affect call centre
outcomes?
• Do unions make a difference?
• What is the call centre industry like in developing nations?
• What practical actions can be taken to improve call centres?
Attendance at the conference is FREE due to funding from the ESRC and the
EU Leonardo project.
The ESRC has also provided eight £200 grants to help young UK researchers
to attend (i.e., PhD students, recently qualified post-doctoral
lecturers). The grants cover subsistence, travel and accommodation.
More details can be found on the attached document or you can contact Janet
Brookman ([log in to unmask]; 0114-222-3266) for further
information or to book your place.
We look forward to meeting you in November.
Kind Regards
David Holman, University of Sheffield
John Wilson, University of Sheffield
Rosemary Batt, Cornell University
Ursula Holtegrewe, FORBA, Vienna
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