Developments in the call centre industry : analysis, changes and challenges
著者
書誌事項
Developments in the call centre industry : analysis, changes and challenges
（Routledge studies in business organization and networks, 39）
Routledge, 2006
- : hbk
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
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.
目次
1. Call Centre Characteristics 2. Call Centre Location and Job Revitalization 3. Call Centres Anywhere, Anytime, Anyplace
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