My research focus is the study of the organizational uses of information and communications technologies. I have proposed a national study of Canadian call centres to the Social Sciences and Humanities Research Council.
Call centres combine the services of a human operator with the resources of a database.
Typically, a call centre allows a customer to call a toll-free number and to be connected to information with the assistance of an operator. Call centres are expanding rapidly in scope, number, and size in Canada. The study will provide a theoretical and practical account of the call-centre experience, which will assist researchers who are examining other social and organizational applications of information and communication technologies. All Rights Reserved.