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: | , , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York :
Taylor & Francis
2006
2006. |
| Colección: | Routledge Studies in Business Organizations and Networks
|
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009433696506719 |
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
