Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
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| Autore: |
Connell Julia
|
| Titolo: |
Developments in the call centre industry : analysis, changes, and challenges / / edited by John Burgess and Julia Connell
|
| Pubblicazione: | Taylor & Francis, 2006 |
| New York : , : Routledge, , 2006 | |
| Descrizione fisica: | 1 online resource (225 p.) |
| Disciplina: | 381.142 |
| 381/.142 | |
| 658.812 | |
| Soggetto topico: | Call centers |
| Telecommunication | |
| Soggetto non controllato: | work |
| employees | |
| managers | |
| agents | |
| operation | |
| sector | |
| offshoring | |
| research | |
| business | |
| process | |
| Altri autori: |
BurgessJohn (K. John)
ConnellJulia <1956->
|
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | 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 | |
| Sommario/riassunto: | 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 susceptible to outsourced operations, ICT developments, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon. |
| Titolo autorizzato: | Developments in the call centre industry |
| ISBN: | 1-134-24881-4 |
| 1-134-24882-2 | |
| 1-280-54899-1 | |
| 9786610548996 | |
| 0-203-00300-4 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910765877103321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |
Serie:
Routledge Studies in Business Organizations and Networks