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Valuing Incarcerated Employees in a Call Center
This chapter explores a research study on a work program for female inmates in a state prison in Arizona. It highlights the stark contrast between the prison environment and the professional setting of the call center, emphasizing how Telverty communicates respect to the incarcerated employees. The chapter also discusses the transformation and growth that these women experience over time, as well as the blind spots that managers often have when building a culture of respect.