Call centres have become a major feature in the Canadian labour market. This important reference guide will help management and unions understand and address the workplace conditions and issues that call centre employees face each day.

Thomas J. Courchene is the author or editor of numerous books and has published hundreds of academic papers on a wide range of Canadian public policy issues. Thinking Outside the Box honours his outstanding contributions to Canadian public policy thinking and practice.

Building More Effective Labour-Management Relationships combines valuable insights into new approaches to relationship-building and collective bargaining with unique knowledge and concrete lessons garnered from some of the foremost industrial relations practitioners in Canada.