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Telephone industry

Most popular at the top

  • Call-Center-Management und Mitarbeiterzufriedenheitby Prof. Dr. Karl Werner Hansmann; Yvonne Scupin

    Deutscher Universitätsverlag 2007; US$ 99.00

    Yvonne Scupin präsentiert einen Überblick über das Call-Center-Management und analysiert mit Hilfe einer empirischen Erhebung die Mitarbeiterzufriedenheit. more...

  • Japan's Sea Lane Securityby Euan Graham

    Taylor and Francis 2005; US$ 48.95

    This is the first major English-language study to explore the broad and longstanding connections between Japan?s national security and the safety of its sea lanes. Tracing issues from pre-and post-1945 eras, the book explores how Japan?s concerns with sea lane protection have developed across such diverse fields as military strategy, diplomacy, trade... more...

  • Developments in the Call Centre Industryby Julia Connell; John Burgess

    Taylor and Francis 2006; US$ 54.95

    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,... more...

  • 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...

  • Corporate Co-Evolutionby Suzana B. Rodrigues; John Child

    Wiley 2009; US$ 74.95

    WINNER OF THE GEORGE R. TERRY ACADEMY OF MANAGEMENT BOOK AWARD 2009 "This superb study of a Brazilian state company's transition to private ownership is marvellously comprehensive in its coverage of the firm's entire life span and the full spectrum of its interactions with all aspects of its environment. The outstanding quality of this volume's... 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...