Screen LibraryDevelopments in the call centre industry：analysis, changes and challenges
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| Group Author: | ; ; |
|---|---|
| Published: |
Routledge,
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| Publisher Address: | London New York |
| Publication Dates: | 2006. |
| Literature type: | Book |
| Language: | English |
| Series: |
Routledge studies in business organizations and networks ; 39 |
| Subjects: | |
| Carrier Form: | xv, 205 p.: ill. ; 24 cm. |
| ISBN: |
0415357020 (hbk.) 9780415357029 (hbk.) 0203003004 (ebk.) 9780203003008 (ebk.) |
| Index Number: | F626 |
| CLC: | F626.12 |
| Call Number: | F626.12/D489 |
| Contents: |
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. |