URCOTUnion Research Centre on Organisation and Technology (Australia)
References in periodicals archive ?
The URCOT (2000) study indicates that uneducated callers can have similar effects, creating a significant amount of anger and frustration for employees trying to maintain their performance targets.
The URCOT (2000) report suggests that physical discomfort, including neck and back stiffness persist despite the use of ergonomically designed equipment in the workplace.
Similar findings were reported in the URCOT (2000) study, with CSOs logging into their systems 15 minutes before the start of the shift in order to avoid losing time on the phone and lowering their 'stats'.
URCOT [Union Research Centre for Organisation and Technology] (2000) Call Centres: What Kind of Future Workplaces?