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Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed.

Call centers --- Call center agents --- Call center customer service agents --- Call center operators --- Call center representatives --- Customer service agents, Call center --- Operators, Call center --- Representatives, Call center --- Employees --- Management. --- Employment. --- Social conditions. --- Employment --- Social conditions --- Management

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Offering insight into the practices of excellent call centers that serve as organizational linchpins, this book focuses on approaches to managing call center operations, supervising employees, troubleshooting technology, predicting volume, and more. Part of APQC's Passport to Success series, it reveals how to develop a best-practice mind-set for addressing strategy and positioning, customers, employees, technology, and measurement. Praise for Call Center Operations: "A very readable, practical checklist to make sure you are not missing any key best practices, this book provides a range of options that ensures each practice applies to any organization."--John Goodman, President, E-Satisfy. "This succinct but idea-packed guide won't waste your time. It is a quick but rewarding journey through many key strategic and operational principles that, if applied, will help set your organization apart in the warp-speed, customer-driven economy."--Brad Cleveland, President and CEO, Incoming Calls Management Institute and Publisher, Call Center Management Review. "Take the time to absorb the richness of this book, and use it to chart and stay your course. Apply the best practices in this book, and you will achieve the success that is uniquely yours."--Kathryn Jackson, Associate, Response Design Corporation.

Call centers --- Telecommunication --- Customer relations --- Customer services --- Marketing research --- Customer Relations --- Call Centers --- Business & Economics

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This book examines the impact of outsourcing on workers and their employment conditions in the new economy. To do so, the call centre industry in Mexico City is analysed through a large number of in-depth interviews with workers and managers, available statistics and visits to leading firms in the sector. The case of call centres is paradigmatic as it is often seen as a flag-ship industry of the new economy, rapidly growing and subject to high pressures for costs reduction. The Mexican experi...

Contracting out --- Call centers --- Employees. --- Personnel management. --- Mexico City (Mexico) --- Commercial policy.

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Use this invaluable tool to gain a competitive edge and avert bad investment decisions.Well-known options strategist and instructor George Fontanills has updated his time-tested and bestselling book, The Options Course. The new edition improves and expands upon the original to help you avoid some common and costly options mistakes. The systematic, step-by-step approach, covers everything from basic concepts to sophisticated techniques and is designed for investors at all levels of experience.

Options (Finance). --- Options (Finance) --- Call options --- Calls (Finance) --- Listed options --- Options exchange --- Options market --- Options trading --- Put and call transactions --- Put options --- Puts (Finance) --- Derivative securities --- Investments --- E-books

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Negotiable instruments --- Options (Finance) --- Securities --- 333.605 --- 333.647 --- DE / Germany - Duitsland - Allemagne --- Call options --- Calls (Finance) --- Listed options --- Options exchange --- Options market --- Options trading --- Put and call transactions --- Put options --- Puts (Finance) --- Derivative securities --- Investments --- Nieuwe financiële instrumenten --- Optiemarkt