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- University of Minnesota Press 2013; US$ 75.00
Drawing from interviews with agents, trainers, managers, and CEOs at call centers in Bangalore and Mumbai, Answer the Call shows that workers in call centers are not quite in India or America but rather in a state of ?virtual migration.? Encouraged to steep themselves in American culture, the agents come to internalize and perform Americanness... more...
- McFarland & Company, Inc., Publishers 2012; US$ 55.00
In 1881, the dynamic Baltimorean Bernard N. Baker established the Atlantic Transport Line, an American-owned but British-operated steamship company with service from London to New York that became famous for shipping expensive livestock and for carrying only first-class passengers. Although moderately sized, the company remained a significant presence... more...
- 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...
- Springer Fachmedien 2007; US$ 99.00
- Elsevier Science 2003; US$ 62.95
Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology... more...
- Taylor and Francis 2014; US$ 140.00
Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues... more...
- 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...
- 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...
- 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 contribution... more...