The Language Of Outsourced Call Centers

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The Language of Outsourced Call Centers

Author : Eric Friginal
Publisher : John Benjamins Publishing
ISBN 13 : 9027289794
Total Pages : 346 pages
Book Rating : 4.0/5 (272 download)

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Book Synopsis The Language of Outsourced Call Centers by : Eric Friginal

Download or read book The Language of Outsourced Call Centers written by Eric Friginal and published by John Benjamins Publishing. This book was released on 2009-02-25 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents’ experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

The Language of Outsourced Call Centers

Author : Eric Friginal
Publisher : John Benjamins Publishing
ISBN 13 : 9027223084
Total Pages : 344 pages
Book Rating : 4.0/5 (272 download)

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Book Synopsis The Language of Outsourced Call Centers by : Eric Friginal

Download or read book The Language of Outsourced Call Centers written by Eric Friginal and published by John Benjamins Publishing. This book was released on 2009 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Call Centers For Dummies

Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 0470677430
Total Pages : 391 pages
Book Rating : 4.4/5 (76 download)

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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 2010-04-16 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.

42 Rules for Outsourcing Your Call Center

Author : Geoffrey A. Best
Publisher : Happy About
ISBN 13 : 1607730693
Total Pages : 140 pages
Book Rating : 4.6/5 (77 download)

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Book Synopsis 42 Rules for Outsourcing Your Call Center by : Geoffrey A. Best

Download or read book 42 Rules for Outsourcing Your Call Center written by Geoffrey A. Best and published by Happy About. This book was released on 2011-09-29 with total page 140 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.

Philippine English

Author : Ariane Macalinga Borlongan
Publisher : Taylor & Francis
ISBN 13 : 0429765142
Total Pages : 425 pages
Book Rating : 4.4/5 (297 download)

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Book Synopsis Philippine English by : Ariane Macalinga Borlongan

Download or read book Philippine English written by Ariane Macalinga Borlongan and published by Taylor & Francis. This book was released on 2022-09-19 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: Philippine English is a comprehensive reference work on the history, sociology, and linguistic structure of Philippine English. It offers readers unprecedented access to a synthesis of the last 50 years of research into Philippine English and puts forward a new and better understanding of the phenomenon of the nativization of English in the Philippines and the emergence of Philippine English. This definitive resource covers in great length and depth all that is currently known about the new English. The chapters offer detailed descriptions of Philippine English at various linguistic levels in addition to examining the psychosociolinguistic factors which shaped the language. Offering discussions of practice, language policy, language education, language teaching, and the relevance of English in various social phenomena in the Philippines, readers will find everything they need to know on theory, methodology, and application in the study of Philippine English.

Globalization, Communication and the Workplace

Author : Gail Forey
Publisher : A&C Black
ISBN 13 : 1441105352
Total Pages : 289 pages
Book Rating : 4.4/5 (411 download)

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Book Synopsis Globalization, Communication and the Workplace by : Gail Forey

Download or read book Globalization, Communication and the Workplace written by Gail Forey and published by A&C Black. This book was released on 2010-06-24 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.

Talking at Work

Author : Lucy Pickering
Publisher : Springer
ISBN 13 : 1137496169
Total Pages : 284 pages
Book Rating : 4.1/5 (374 download)

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Book Synopsis Talking at Work by : Lucy Pickering

Download or read book Talking at Work written by Lucy Pickering and published by Springer. This book was released on 2016-12-22 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers original corpus research in a range of workplace contexts including office-based settings, call center interactions and healthcare communication. Chapters in this edited volume bring together leading scholars in the field of corpus analysis in workplace discourse and include data from multiple corpora. Employing a range of qualitative and quantitative analytic approaches including Conversation Analysis, Linguistic Profiling and Register Analysis, the book introduces unique specialized corpus data in the areas of Augmentative and Alternative Communication, nursing, and cross-cultural communication, among others.

Designing the Best Call Center for Your Business

Author : Brendan Read
Publisher : CRC Press
ISBN 13 : 1482280906
Total Pages : 383 pages
Book Rating : 4.4/5 (822 download)

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Book Synopsis Designing the Best Call Center for Your Business by : Brendan Read

Download or read book Designing the Best Call Center for Your Business written by Brendan Read and published by CRC Press. This book was released on 2005-01-02 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Developments in the Call Centre Industry

Author : Julia Connell
Publisher : Routledge
ISBN 13 : 1134248822
Total Pages : 208 pages
Book Rating : 4.1/5 (342 download)

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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 208 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.

Call Centers for Dummies

Author : Real Bergevin
Publisher : John Wiley & Sons
ISBN 13 : 9788126507108
Total Pages : 386 pages
Book Rating : 4.5/5 (71 download)

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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 2006-01-20 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call Centers for Dummies is the ideal resource for call center managers. Using Call Centers for Dummies, the manager is equipped with a guide that, working under the principals of revenue generation, efficiency, and customer satisfaction, will improve results measurably. Instead of viewing the call center only as a cost center, managers, equipped with new tools, will be able to affect the bottom line through continuous. Part I: From the Ground Up: An Overview of the Call Center.Part II: The Master Plan: Finance, Analysis, and Resource Management.Part III: Making Life Better With Technology.Part IV: Ensuring Continuous Improvement'.Part V: Handling the Calls: Where It All Comes TogetherPart VI: The Part of Tens

The Discourse of Customer Service Tweets

Author : Ursula Lutzky
Publisher : Bloomsbury Publishing
ISBN 13 : 1350090697
Total Pages : 232 pages
Book Rating : 4.3/5 (5 download)

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Book Synopsis The Discourse of Customer Service Tweets by : Ursula Lutzky

Download or read book The Discourse of Customer Service Tweets written by Ursula Lutzky and published by Bloomsbury Publishing. This book was released on 2021-10-21 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.

Not Like a Native Speaker

Author : Rey Chow
Publisher : Columbia University Press
ISBN 13 : 0231151446
Total Pages : 188 pages
Book Rating : 4.2/5 (311 download)

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Book Synopsis Not Like a Native Speaker by : Rey Chow

Download or read book Not Like a Native Speaker written by Rey Chow and published by Columbia University Press. This book was released on 2014-09-30 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although the era of European colonialism has long passed, misgivings about the inequality of the encounters between European and non-European languages persist in many parts of the postcolonial world. This unfinished state of affairs, this lingering historical experience of being caught among unequal languages, is the subject of Rey Chow's book. A diverse group of personae, never before assembled in a similar manner, make their appearances in the various chapters: the young mulatto happening upon a photograph about skin color in a popular magazine; the man from Martinique hearing himself named "Negro" in public in France; call center agents in India trained to Americanize their accents while speaking with customers; the Algerian Jewish philosopher reflecting on his relation to the French language; African intellectuals debating the pros and cons of using English for purposes of creative writing; the translator acting by turns as a traitor and as a mourner in the course of cross-cultural exchange; Cantonese-speaking writers of Chinese contemplating the politics of food consumption; radio drama workers straddling the forms of traditional storytelling and mediatized sound broadcast. In these riveting scenes of speaking and writing imbricated with race, pigmentation, and class demarcations, Chow suggests, postcolonial languaging becomes, de facto, an order of biopolitics. The native speaker, the fulcrum figure often accorded a transcendent status, is realigned here as the repository of illusory linguistic origins and unities. By inserting British and post-British Hong Kong (the city where she grew up) into the languaging controversies that tend to be pursued in Francophone (and occasionally Anglophone) deliberations, and by sketching the fraught situations faced by those coping with the specifics of using Chinese while negotiating with English, Chow not only redefines the geopolitical boundaries of postcolonial inquiry but also demonstrates how such inquiry must articulate historical experience to the habits, practices, affects, and imaginaries based in sounds and scripts.

Ethnographies of U.S. Empire

Author : Carole McGranahan
Publisher : Duke University Press
ISBN 13 : 1478002085
Total Pages : 560 pages
Book Rating : 4.4/5 (78 download)

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Book Synopsis Ethnographies of U.S. Empire by : Carole McGranahan

Download or read book Ethnographies of U.S. Empire written by Carole McGranahan and published by Duke University Press. This book was released on 2018-08-24 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do we live in and with empire? The contributors to Ethnographies of U.S. Empire pursue this question by examining empire as an unequally shared present. Here empire stands as an entrenched, if often invisible, part of everyday life central to making and remaking a world in which it is too often presented as an aberration rather than as a structuring condition. This volume presents scholarship from across U.S. imperial formations: settler colonialism, overseas territories, communities impacted by U.S. military action or political intervention, Cold War alliances and fissures, and, most recently, new forms of U.S. empire after 9/11. From the Mohawk Nation, Korea, and the Philippines to Iraq and the hills of New Jersey, the contributors show how a methodological and theoretical commitment to ethnography sharpens all of our understandings of the novel and timeworn ways people live, thrive, and resist in the imperial present. Contributors: Kevin K. Birth, Joe Bryan, John F. Collins, Jean Dennison, Erin Fitz-Henry, Adriana María Garriga-López, Olívia Maria Gomes da Cunha, Matthew Gutmann, Ju Hui Judy Han, J. Kēhaulani Kauanui, Eleana Kim, Heonik Kwon, Soo Ah Kwon, Darryl Li, Catherine Lutz, Sunaina Maira, Carole McGranahan, Sean T. Mitchell, Jan M. Padios, Melissa Rosario, Audra Simpson, Ann Laura Stoler, Fa’anofo Lisaclaire Uperesa, David Vine

The Oxford Handbook of Applied Linguistics

Author : Robert B. Kaplan
Publisher : Oxford University Press
ISBN 13 : 0195384253
Total Pages : 786 pages
Book Rating : 4.1/5 (953 download)

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Book Synopsis The Oxford Handbook of Applied Linguistics by : Robert B. Kaplan

Download or read book The Oxford Handbook of Applied Linguistics written by Robert B. Kaplan and published by Oxford University Press. This book was released on 2010-09-30 with total page 786 pages. Available in PDF, EPUB and Kindle. Book excerpt: "[A] monumental editorial enterprise....It is to be commended and used widely and wisely."---ESL Magazine --

Corpus-based Research in Applied Linguistics

Author : Viviana Cortes
Publisher : John Benjamins Publishing Company
ISBN 13 : 902726905X
Total Pages : 219 pages
Book Rating : 4.0/5 (272 download)

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Book Synopsis Corpus-based Research in Applied Linguistics by : Viviana Cortes

Download or read book Corpus-based Research in Applied Linguistics written by Viviana Cortes and published by John Benjamins Publishing Company. This book was released on 2015-01-14 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume comprises nine contributions that were written by up-and-coming corpus-based researchers with varied areas of expertise, who were all disciples of Douglas Biber sometime in the past two decades. These papers cover a wide variety of linguistic analyses and describe the principles of the Flagstaff school: a careful procedure for language corpora collection with special consideration for corpus size, representativeness, sampling and systematic analysis; the use of computer programming abilities that allow the posing of corpus-based research questions never asked before; and a strong emphasis on the combination of quantitative methods based on sound and innovative statistical procedures complemented with comprehensive qualitative functional analyses of the language. This volume has been edited in honor of Douglas Biber, a pioneer of the American school of corpus-based research.

The Oxford Handbook of Offshoring and Global Employment

Author : Ashok Bardhan
Publisher : Oxford University Press
ISBN 13 : 0199324050
Total Pages : 696 pages
Book Rating : 4.1/5 (993 download)

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Book Synopsis The Oxford Handbook of Offshoring and Global Employment by : Ashok Bardhan

Download or read book The Oxford Handbook of Offshoring and Global Employment written by Ashok Bardhan and published by Oxford University Press. This book was released on 2013-04-09 with total page 696 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Oxford Handbook of Offshoring and Global Employment deals with a key issue of our time: How do globalization, economic growth and technological developments interact to impact employment? The book brings together eminent authors from a wide range of countries around the world, drawing on their diverse academic and policymaking backgrounds, and specific national or regional settings to assess how global economic changes have affected employment opportunities. The book is unique in a number of ways - It has a global reach, presenting analyses and viewpoints from both developed and developing countries, from all continents; its timing and context is particularly instructive, since most papers are located in the aftermath of the global financial crisis; and it addresses a wide range of questions-How do different types of offshoring and global linkages impact employment? How is the skill mix of the labor force impacted by globalization? How do institutional structures and regulations influence the outcome of globalization in developed and developing countries? Individual chapters analyze how the impact of global linkages on national economies is mediated through a number of structural aspects of the economy - its institutional and industrial structure, its resource base, its predominant firm type, its comparative advantage, and its regulatory practices. The chapters in the book cover both manufacturing and services sectors, and many chapters also address policy issues regarding innovation and job creation.

Understanding Global Cultures: Metaphorical Journeys Through 31 Nations, Clusters of Nations, Continents, and Diversity

Author : Martin J. Gannon
Publisher : SAGE
ISBN 13 : 1412995930
Total Pages : 681 pages
Book Rating : 4.4/5 (129 download)

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Book Synopsis Understanding Global Cultures: Metaphorical Journeys Through 31 Nations, Clusters of Nations, Continents, and Diversity by : Martin J. Gannon

Download or read book Understanding Global Cultures: Metaphorical Journeys Through 31 Nations, Clusters of Nations, Continents, and Diversity written by Martin J. Gannon and published by SAGE. This book was released on 2013 with total page 681 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Understanding Global Cultures, Fifth Edition, authors Martin J. Gannon and Rajnandini Pillai present the cultural metaphor—any activity, phenomenon, or institution with which the members of a given culture identify emotionally or cognitively—as a method for understanding the cultural mindsets of individual nations, clusters of nations, and even continents. The book shows how metaphors are guidelines to help outsiders quickly understand what members of a culture consider important. The fully updated Fifth Edition includes 31 nation-specific chapters, including a new Part XI on popular music as cultural metaphors, two completely new chapters on Vietnam and Argentina, revisions to all retained chapters, and a more explicit linkage between each cultural metaphor and current economic and business developments in each nation.