Working the Phones: investigating control and resistance in the modern workplace

Hosted by the Department of Management

Sheikh Zayed Theatre, New Academic Building,


Jamie Woodcock

Jamie Woodcock

Dr Alpa Shah

Dr Alpa Shah



Professor Bev Skeggs

Professor Bev Skeggs

Jamie Woodcock goes undercover in a call centre to reveal the plight of over a million workers employed in the UK’s least-loved service industry. In the six months he spent ‘working the phones’, Jamie observed – and succumbed to – pockets of resistance to management, surveillance and control. Join Jamie as he recalls his experience, illustrating how call centres have become emblematic of the post-industrial service economy, which prompts him to question whether the gig economy will be subjected to a similar fate.

Jamie Woodcock (@jamie_woodcock) is an LSE Fellow in LSE's Department of Management. 

Alpa Shah (@alpashah001) is Associate Professor (Reader) in the Department of Anthropology at the LSE. 

Bev Skeggs (@bevskeggs) is Professor of Sociology at Goldsmiths, University of London.

The Department of Management (@LSEManagement) is a globally diverse academic community at the heart of the LSE, taking a unique interdisciplinary, academically in-depth approach to the study of management and organisations.

Twitter Hashtag for this event: #LSEphones

Podcast & Video

A podcast and video of this event is available to download from Working the Phones: investigating control and resistance in the modern workplace

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This event has been certified for CPD purposes by the CPD Certification Service. Self-Assessment Record forms will be made available for delegates wishing to record further learning and knowledge enhancement for Continuing Personal and Professional Development (CPD) purposes. For delegates who wish to obtain a CPD Certificate of Attendance, it is the responsibility of delegates to register their details with a LSE steward at the end of the event and as of 1 September 2014 a certificate will be sent within 28 days of the date of the event attended by the CPD Certification Service.  If a delegate fails to register their details at the event, it will not prove possible to issue a certificate. (For queries relating to CPD Certificates of attendance after a request please phone 0208 840 4383 or email
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