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Developments in the call centre industry : analysis, changes and challenges / edited by John Burgess and Julia Connell.

Contributor(s): Material type: TextTextSeries: Routledge studies in business organization and networks ; 39.Publisher: London ; New York : Routledge, 2006Description: 1 online resource (xv, 205 pages) : illustrationsContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 0203003004
  • 9780203003008
  • 9786610548996
  • 6610548994
Subject(s): Genre/Form: Additional physical formats: Print version:: Developments in the call centre industry.DDC classification:
  • 381/.142 22
Online resources:
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.
Summary: Drawing on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden, this book conducts an analysis of call centres worldwide.
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Includes bibliographical references and index.

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.

Drawing on contributions from a diverse range of countries including the USA, the UK, India, Australia, South Korea, Germany, Greece and Sweden, this book conducts an analysis of call centres worldwide.

Print version record.

Master record variable field(s) change: 050

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