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

Contributor(s): Burgess, John (K. John) | Connell, Julia, 1956-Material type: TextTextPublisher: New York : Routledge, 2006Description: 1 online resource (xv, 205 pages)ISBN: 9780203003008; 9781134248773; 9781134248810; 9781134248827Subject(s): Call centers | TelecommunicationAdditional physical formats: Print version: : No titleDDC classification: 381.142 LOC classification: HE8788 | .D48 2006Online access: Click here to view.
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.
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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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