Ringing the changes - Managers at the Open University met with great resistance from academic and administrative staff to the introduction of a call centre, which was seen as a challenge to the ethos of the organisation. By contrast, Brent Council introduced its call centre as just one element of a major programme of change, and it did not become a focus for antagonism.
Year of publication:
1999
Published in:
IRS employment review. - London : Eclipse Publ. Ltd., ISSN 0143-8328, ZDB-ID 2107687X. - 1999, 694, p. 5