Reports:
- Bi-National Perspective on Offshore Outsourcing: A Collaboration Between Indian and U.S. Labour
- The Call Center Industry: Presentation by Rosemary Batt of Cornell University to CWA 2005 Customer Service Conference
- Telecommunications 2004 [Acrobat 1,190K]: Strategy, HR Practices & Performance by Rosemary Batt, Jeffrey Keefe, Harry Katz, Alex Colvin, Cornell-Rutgers Telecommunications Project
- Sales in a Union Environment - Presentation to the 2001 CWA National Customer Service and Marketing Conference
- Customer Service Professionals: Good Jobs, Good Service & Sales - Presentation by Rosemary Batt of Cornell University to CWA Marketing Conference
- Telecommunications 2000 [Acrobat 673K]:Study finds union high pay, high-skill sales and service workers in telecom industry results in better service and sales than in non-union centers
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