Developments in the call centre industry : analysis, changes, and challenges / edited by John Burgess and Julia Connell.
Material type: TextPublisher: New York : Routledge, 2006Description: 1 online resource (xv, 205 pages)Content type:- text
- unmediated
- volume
- 9780203003008
- 9781134248773
- 9781134248810
- 9781134248827
- 381.142 D489
- HE8788 .D48 2006
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.
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