Developments in the Call Centre Industry

• Tác giả: John Burgess, Julia Connell
• Ngôn ngữ: eng
• ISBN-13: 978-0203003008
• ISBN-13: 978-0415357029
• ISBN-13: 978-0415511483
• ISBN-13: 978-1134248827
• ISBN-13: 978-1134248810
• ISBN-13: 978-1134248773
• Ký hiệu phân loại: 381.142 Teleshopping
• Thông tin xuất bản: Abingdon, Oxon ; New York, NY : Taylor & Francis, 2006
• Bộ sưu tập: Tài liệu truy cập mở
• ID: 174939
• Chủ đề: 1. Business & management; 2. Customer services; 3. Economics

Tóm tắt

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.