This comparative study examines survey data from 464 call centers in the United States, 167 in the United Kingdom, and 387 in Canada to explore two questions: whether institutional differences shape employers’ choices of ways to improve work force flexibility, both numerical and functional;...

Enormous growth has occurred in the contact centre segment of the Canadian economy over the past decade. In part due to re-engineering, restructuring, and outsourcing, as well as to the technological changes that have facilitated this growth, the contact centre sector has experienced enormous...