Will Call Center Servicing Solve Labor’s “Customer Satisfaction” Problems?

Source: Steve Early, WorkingUSA, Vol. 11 no. 3, September 2008
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From the abstract:
The Service Employees International Union (SEIU) has launched an ambitious plan to service hundreds of thousands of its members through a network of Member Resource Centers (MRCs). This call center servicing strategy draws on the experience of unions in Australia and the customer service centers operated by major corporations. Call center critics fear the role of union stewards and shop floor activity will be undermined by the introduction of this system in SEIU workplaces in the U.S.

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