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The Canadian Contact Centre Industry
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Book Synopsis Developments in the Call Centre Industry by : Julia Connell
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Developments in the Call Centre Industry by : Julia Connell
Download or read book Developments in the Call Centre Industry written by Julia Connell and published by Routledge. This book was released on 2006-09-27 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Trends in the Telephone Call Centre Industry by : Richard Vincent
Download or read book Trends in the Telephone Call Centre Industry written by Richard Vincent and published by . This book was released on 2008 with total page 7 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using an industry life cycle approach, this study examines the changing location of telephone call centres in Canada. Telephone call centres are establishments that receive and/or make telephone calls for others, including: soliciting or providing information, promoting products or services, taking orders, and raising funds; this includes companies answering telephone calls and relaying messages to clients, as well as those providing voice mailbox services.--Includes text from document.
Book Synopsis Smiling Down the Line by : Bob Russell
Download or read book Smiling Down the Line written by Bob Russell and published by University of Toronto Press. This book was released on 2009-01-01 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Language Put to Work by : Enda Brophy
Download or read book Language Put to Work written by Enda Brophy and published by Springer. This book was released on 2017-08-11 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: WINNER of The Gertrude J. Robinson Book Prize, awarded by the Canadian Communication Association, and the Canadian Association of Work and Labour Studies, Book of the Year Award. This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.
Book Synopsis Trends in the Telephone Call Centre Industry by : Richard Vincent
Download or read book Trends in the Telephone Call Centre Industry written by Richard Vincent and published by . This book was released on 2008 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using an industry life cycle approach, this study examines the changing location of telephone call centres in Canada. Telephone call centres are establishments that receive and/or make telephone calls for others, including: soliciting or providing information, promoting products or services, taking orders, and raising funds; this includes companies answering telephone calls and relaying messages to clients, as well as those providing voice mailbox services.--Includes text from document.
Book Synopsis Offshoring and Working Conditions in Remote Work by : J. Messenger
Download or read book Offshoring and Working Conditions in Remote Work written by J. Messenger and published by Springer. This book was released on 2010-06-09 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: An historical context of the development of global outsourcing with case study analysis in four countries where the industry is large or growing. It provides policy advice from employers to policy makers on how the growth of good quality jobs can be ensured as this industry grows and matures around the world.
Book Synopsis Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-05-11 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Book Synopsis Feminist Global Political Economies of the Everyday by : Juanita Elias
Download or read book Feminist Global Political Economies of the Everyday written by Juanita Elias and published by Routledge. This book was released on 2018-12-07 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: This collection interrogates the multifaceted ways in which global transformations are constituted by deeply gendered socio-economic practices at the level of the ‘everyday’. It brings feminist insights to bear on the emerging International Political Economy (IPE) debates about ‘the everyday’, showing how gender is key to understanding how political economy is enacted and performed at the local level, by non-elites, and via various cultural practices. Drawing on ‘everyday’ IPE and a longer-standing body of feminist scholarship that documents and theorizes the mutually constitutive nature of, on the one hand, global markets, and on the other, households, families, relations of social reproduction and gendered socio-economic practices, this collection charts the lived realities of people and communities across a wide range of sites and spaces of the global political economy. It considers how globalizing capitalism affects and is in turn affected by Argentine sex workers, Nepalese private security contractors, Canadian call centre workers, Southeast Asian domestic workers, workers and players in British bingo halls, working class households in the UK, and much more. It demonstrates, through detailed empirical research, that a gender lens is crucial for understanding how, and on what terms, individuals and households are becoming ever more enmeshed in capitalist social relations, and how they actively and creatively resist these processes. The chapters originally published as a special issue in Globalizations.
Book Synopsis The Canadian Customer Contact Centre Landscape by :
Download or read book The Canadian Customer Contact Centre Landscape written by and published by . This book was released on 2002 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Emotional Labor in the 21st Century by : Alicia Grandey
Download or read book Emotional Labor in the 21st Century written by Alicia Grandey and published by Routledge. This book was released on 2013-05-07 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person’s ability to meet these requirements. Since Hochschild’s initial work, psychologists, sociologists, and management scholars have developed distinct theoretical approaches aimed at expanding and elaborating upon Hochschild’s core ideas. Broadly speaking, emotional labor is the study of how emotion regulation of oneself and others influences social dynamics at work, which has implications for performance and well being in a wide range of occupations and organizational contexts. This book offers researchers and practitioners a review of emotional labor theory and research that integrates the various perspectives into a coherent framework, and proposes an agenda for future research on this increasingly relevant and important topic. The book is divided into 5 main sections, with the first section introducing and defining emotional labor as well as creating a framework for the rest of the book to follow. The second section consists of chapters describing emotional labor theory at different levels of analysis, including the event, person, dyad, and group. The third section illustrates the diversity of emotional labor in distinct occupational contexts: customer service (e.g. restaurant, retail), call centers, and caring work. The fourth section considers broader contextual influences – organizational-, societal-, and cultural-level factors – that modify how and when emotional labor is done. The final section presents a series of ‘reflective essays’ from eminent scholars in the area of emotion and emotion regulation, where they reflect upon the past, present and future of emotion regulation at work.
Book Synopsis The Canadian Contact Centre Industry by : Danielle van Jaarsveld
Download or read book The Canadian Contact Centre Industry written by Danielle van Jaarsveld and published by . This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Enormous growth has occurred in the contact centre segment of the Canadian economy over the past decade. In part due to re-engineering, restructuring, and outsourcing, as well as to the technological changes that have facilitated this growth, the contact centre sector has experienced enormous growth and considerable changes. Widespread diversity in this sector is now evident - both in terms of employment practices as well as in outcomes experienced by employees. Despite this dynamic growth and increasing heterogeneity, relatively little is known about this industry on any systematic basis. This report is a first step in creating a deeper understanding about this sector's employment practices and about outcomes of interest to both firms and workers. This study funded by the Social Sciences and Humanities Research Council (SSHRC) is part of the Global Call Centre Project, the first large-scale coordinated international study of work and human resource practices in call centres that includes over twenty countries worldwide. This project is coordinated by Rosemary Batt (Cornell University), David Holman (Sheffield University), and Ursula Holtgrewe (Forba). In this report, we present important data for Canadian contact centre managers. The results are based on responses from 406 contact centre managers in a broad array of industries and in all ten provinces, and site visits to contact centres located across Canada. We collected data on hiring practices, technology use, location decision criteria, work organization choices from contact centres that serve a wide range of industries - financial services, telecommunications, retail, IT and technical support services, hospitality, manufacturing, print and media, and public and non-profit sectors. We analyze management and employment practices from multiple perspectives including region, organizational characteristics (inhouse, outsource, union & non-union), and type of work performed by the contact centre.
Download or read book Call Centre written by S. Pankaj and published by APH Publishing. This book was released on 2005 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centers today have emerged as not only a biggest employer but also as adynamic industry. Everyday thousands of people become part of this growingfraternity. This book helps in unveiling the hidden secrets of thisindustry from a practical perspective. It tries to cover the latesttrends, happenings and the changes happening in this industry.
Book Synopsis Organizational Behaviour in a Global Context by : Albert J. Mills
Download or read book Organizational Behaviour in a Global Context written by Albert J. Mills and published by University of Toronto Press. This book was released on 2006-01-01 with total page 604 pages. Available in PDF, EPUB and Kindle. Book excerpt: "At last there is a lucid, well-written OB book, which covers key issues required in OB teaching, but which has a mind of its own. Students and faculty will recognize this is more than standard fare." - Bill Cooke, Manchester Business School
Book Synopsis Unlock Your Call Centre by : Matt Smallman
Download or read book Unlock Your Call Centre written by Matt Smallman and published by . This book was released on 2022-02-10 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
Book Synopsis Industrial Relations in Canada by : Fiona McQuarrie
Download or read book Industrial Relations in Canada written by Fiona McQuarrie and published by John Wiley & Sons. This book was released on 2015-02 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fiona McQuarrie's Industrial Relations in Canada received wide praise for helping students to understand the complex and sometimes controversial field of Industrial Relations, by using just the right blend of practice, process, and theory. The text engages business students with diverse backgrounds and teaches them how an understanding of this field will help them become better managers. The fourth edition retains this student friendly, easy-to-read approach, praised by both students and instructors across the country. The goal of the fourth edition was to enhance and refine this approach while updating the latest research findings and developments in the field.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 475 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
