Developments in the call centre industry : analysis, changes and challenges /
Burgess, John(K. John)
Connell, Julia,1956-
London ; New York : Routledge,
2006.
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.
Call centers.
Telecommunication.