An edition of Developments in the call centre industry
(2006)
Developments in the call centre industry
analysis, changes, and challenges
by Burgess, John
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Subjects
Telecommunication, Call centers, Customer services, Economics, Business & management, Centres d'appels (Affaires), Télécommunications, Telecommunications, BUSINESS & ECONOMICS, E-Commerce, Auctions & Small Business, Marketing, Telemarketing, Mail Order, COMPUTERS, Electronic Commerce, Internet Marketing, Callcenters
Book Details
Table of Contents
Developments in the call centre sector : an overview / John Burgess and Julia Connell
Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore
Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain
German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf
A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang
Skill and info-service work in Australian call centres / Bob Russell
Gender, skills, and careers in UK call centres / Susan Durbin
Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond
Agency and constraint : call centre managers talk about their work / Maeve Houlihan
How "taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina
Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad.
Edition Notes
Includes bibliographical references and index.
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| December 14, 2022 | Edited by MARC Bot | import existing book |
| July 21, 2020 | Edited by MARC Bot | import existing book |
| February 5, 2019 | Created by MARC Bot | import existing book |