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Telephone industry

Most popular at the top

  • Bottom-Line Call Center Managementby David L. Butler

    Taylor and Francis 2007; US$ 72.95

    'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center... more...

  • The Next Available Operatorby Mohan Thite; Bob Russell

    SAGE India 2009; US$ 29.95

    India, often referred to as the ‘electronic housekeeper of the world’, is home to the largest number of offshored call centres. This makes it very important to understand how BPO providers in India manage their human resources. The key message from recent empirical studies on Indian call centres/BPO is that human resources are at once the... more...

  • Employee Identity in Indian Call Centresby Ernesto Noronha; Premilla D?Cruz

    SAGE India 2009; US$ 19.95

    Based on a series of qualitative inquiries exploring employee experiences of work in international facing call centres in Mumbai and Bangalore, India, this book presents the lived experience of call centre agents, coupled with managers’ perspectives and trade unionists’ viewpoints. The book underscores how employee identity is defined by... more...

  • Call Centre Servicesby Avinandan Mukherjee; Neeru Malhotra

    Emerald Group Publishing Limited 2009; US$ 199.00

    Call centres represent the service economy of the digital era. A call centre is defined as a centralised or dispersed operation in which a managed and supervised group of people answer telephones and/or make telephone calls and, increasingly, communicate online. Call centres have become an inevitable aspect of service delivery in today's business... more...

  • Leadership in World Shippingby Ioannis Theotokas; Gelina Harlaftis

    Palgrave Macmillan 2009; US$ 145.00

    A new look at the leadership of Greek shipowners in world shipping in the second half of the twentieth century. This book examines the fundamental factors of the dynamism of Greek entrepreneurship in family businesses and provides evidence for the organization, management and strategies of Greek family shipping companies. more...

  • A Legal and Law Enforcement Guide to Telephonyby George Molczan

    Charles C Thomas 2005; US$ 29.95

    The goal of this book is to provide legal and law enforcement practitioners with factual, informative, and easy-to-understand information about telephone company inner workings, their networks, and operation. The range of subjects includes local, long distance, and cellular services; private phone systems (PBX and KTS); E-911 systems; telephone fraud;... more...

  • Transit Management in the Northwest Passageby Cynthia Lamson; David L. van der Zwaag

    Cambridge University Press 2009; US$ 68.00

    The work provides, in chapters by different authors, an in-depth review of the outstanding environmental, technological, political, economic, social and legal issues associated with arctic resource use, development and management. more...

  • Risks at Seaby Frank C. Spooner

    Cambridge University Press 2002; US$ 36.00

    This book places the marine insurance business of Amsterdam in the wider context of the political economy of Europe during the second half of the eighteenth century. The analysis is based on the simultaneous quotations of premiums for the twenty-two groups of destinations which formed a major part of the commerical matrix of the Netherlands. It considers... more...

  • Plunkett's Transportation, Supply Chain & Logistics Ind. Alm. 2011by Jack W. Plunkett

    Plunkett Research, Ltd. 2011; US$ 299.99

    A complete market research guide to the transportation, supply chain and logistics industries?for strategic planning, competitive intelligence, employment searches or financial research. Contains our famous trends analysis, statistical tables and glossary. Includes our profiles of the top 500 global transportation, supply chain and logistics firms,... more...

  • Call Centres and Human Resource Managementby Stephen Deery; Nick Kinnie

    Palgrave Macmillan 2003; US$ 145.00

    This book looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on employees and their responses to it. It also looks at implications for... more...