Developments in the call centre industry : analysis, changes and challenges /
| Other Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London ; New York :
Routledge,
2006.
|
| Series: | Routledge studies in business organization and networks ;
39. |
| Subjects: | |
| Online Access: | Table of contents Publisher description |
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 : workplace strategies in Swedish call centres / Antoni Lindgren and Per Sederblad.