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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 tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies. A special feature of the book is its focus on call ce

Call centers --- Telephone stations. --- Management.

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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, public sector subsidization of business restructuring and re-location, and cheaper operations elsewhere. This book conducts a thorough analysis of this modern phenomenon.

Call centers. --- Telecommunication. --- Electric communication --- Mass communication --- Telecom --- Telecommunication industry --- Telecommunications --- Communication --- Information theory --- Telecommuting --- Telephone stations --- work --- employees --- managers --- agents --- operation --- sector --- offshoring --- research --- business --- process

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*Shortlisted for the BBC Radio 4 Thinking Allowed Award for Ethnography 2017* Over a million people in the UK work in call centres, and the phrase has become synonymous with low-paid and high stress work, dictatorial supervisors and an enforced dearth of union organisation. However, rarely does the public have access to the true picture of what goes on in these institutions. For Working the Phones, Jamie Woodcock worked undercover in a call centre to gather insights into the everyday experiences of call centre workers. He shows how this work has become emblematic of the shift towards a post-industrial service economy, and all the issues that this produces, such as the destruction of a unionised work force, isolation and alienation, loss of agency and, ominously, the proliferation of surveillance and control which affects mental and physical well being of the workers.

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 --- Telephone stations --- Social aspects --- E-books --- Call centers.

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In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres.

Call centers --- Service industries workers. --- Service industries --- Employees --- Telephone stations --- Employees. --- Social aspects. --- Service industries workers --- Intercultural communication --- National characteristics --- Transnationalism --- Trans-nationalism --- Transnational migration --- International relations --- Characteristics, National --- Identity, National --- Images, National --- National identity --- National images --- National psychology --- Psychology, National --- Anthropology --- Nationalism --- Social psychology --- Collective memory --- Ethnopsychology --- Exceptionalism --- Cross-cultural communication --- Communication --- Culture --- Cross-cultural orientation --- Cultural competence --- Multilingual communication --- Technical assistance --- Social aspects --- Anthropological aspects --- E-books