Developments in the call centre industry
Subtitle: analysis, changes, and challenges
By: edited by John Burgess and Julia Connell.
Contributors: Burgess, John; Connell, Julia, 1956-
Publisher: Routledge
Published: 2006
Place of publication: New York, NY
Language: eng
Number of pages: 224
Subjects: Call centers; Telecommunication
Notes: Includes bibliographical references and index.
Table of contents: title: Developments in the call centre sector : an overview / John Burgess and Julia Connell; title: Offshoring call centres : the view from Wall Street / Snigdha Srivastava and Nik Theodore; title: Work organisation and employee relations in Indian call centres / Phillip Taylor and Peter Bain; title: German call centres between service orientation and efficiency : "the polyphony of telephony" / Claudia Weinkopf; title: A national survey of Korean call centres / Byoung-Hoon Lee and Hye-Young Kang; title: Skill and info-service work in Australian call centres / Bob Russell; title: Gender, skills, and careers in UK call centres / Susan Durbin; title: Community unionism in a regional call centre : the organiser's perspective / Al Rainnie and Gail Drummond; title: Agency and constraint : call centre managers talk about their work / Maeve Houlihan; title: How "taylorised" is call centre work? : the sphere of customer-practice in Greece / Aikaterini Koskina; title: Escaping the electronic birdcage : work place strategies at call centres in Sweden / Antoni Lindgren and Per Sederblad.