Developments in the call centre industry analysis, changes, and challenges
Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susce...
| Otros Autores: | , |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
[Place of publication not identified] :
Taylor & Francis
2006.
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| Colección: | Routledge studies in business organization and networks.
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009745263606719 |
Tabla de Contenidos:
- Book Cover
- Half-Title
- Series-Title
- Title
- Copyright
- Contents
- List of Figures
- List of Tables
- Notes on Contributors
- Foreword
- Acknowledgements
- Abbreviations
- 1. Developments in the call centre sector: An overview
- 2. Offshoring call centres: The view from Wall Street
- 3. Work organisation and employee relations in Indian call centres
- 4. German call centers between service orientation and efficiency: 'The polyphony of telephony'
- 5. A national survey of Korean call centres
- 6. Skill and info-service work in Australian call centres
- 7. Gender, skills and careers in UK call centres 8. Community unionism in a regional call centre: The organiser's perspective9. Agency and constraint: Call centre managers talk about their work
- 10. How 'Taylorised' is call centre work? The sphere of customer practice in Greece
- 11. Escaping the electronic birdcage: Workplace strategies in Swedish call centres
- Index.
