Download or read book Working the Phones written by Jamie Woodcock and published by Pluto Press (UK). This book was released on 2017 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Marxist investigation into the forms of resistance occurring in the UK call centre today

Download or read book 1 800 Worlds written by Mathangi Krishnamurthy and published by Oxford University Press. This book was released on 2018-01-02 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Indian call centre employees work through the night, sleep during the day, and listen to foreign voices in accented tongues over transnational telephone connections. Through a description of the nightly and daily lives of call centre workers in the university town of Pune, India, 1–800–Worlds engages with the complex negotiations that underlie the ostensible success of new service economies. As the author shows, the call centre industry is neither insular nor singular but offers a set of symptoms that can help read changing forms of urban Indian middle-classness.

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.

Download or read book Call Centre Work written by Christian Dormann and published by Psychology Press. This book was released on 2004 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Special Issue is concerned with the working conditions at call centres, which harbour jobs of different levels of qualification.

Download or read book One Night at the Call Center written by Chetan Bhagat and published by Ballantine Books. This book was released on 2008-12-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Press 1 for technical support. Press 2 for broken hearts. Press 3 if your life has totally crashed. . . . Six friends work nights at a call center in India, providing technical support for a major U.S. appliance corporation. Skilled in patience–and accent management–they help American consumers keep their lives running. Yet behind the headsets, everybody’s heart is on the line. Shyam (Sam to his callers) has lost his self-confidence after being dumped by the girl who just so happens to be sitting next to him. Priyanka’s domineering mother has arranged for her daughter’s upscale marriage to an Indian man in Seattle. Esha longs to be a model but discovers it’s a horizontal romp to the runway. Lost, dissatisfied Vroom has high ideals, but compromises them by talking on the phone to idiots each night. Traditional Radhika has just found out that her husband is sleeping with his secretary. And Military Uncle (nobody knows his real name) sits alone working the online chat. They all try to make it through their shifts–and maintain their sanity–under the eagle eye of a boss whose ego rivals his incompetence. But tonight is no ordinary night. Tonight is Thanksgiving in America: Appliances are going haywire, and the phones are ringing off their hooks. Then one call, from one very special caller, changes everything. Chetan Bhagat’s delicious romantic comedy takes us inside the world of the international call center, where cultural cross-wires come together with perfect pathos, hilarity, and spice.

Download or read book Call Center Staffing written by Penny Reynolds and published by Call Center School Press. This book was released on 2003 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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.

Download or read book The Curated Experience written by Amas Tenumah and published by Bien Publishing. This book was released on 2014-07-14 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are in the age of the empowered customer. There are more and more customer choices, greater and greater demands on organizations. Your Customers want to contact you utilizing an ever-growing number of channels, but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their next need. The stakes for customer facing organizations are getting higher and higher. Fortunately, there are more opportunities today to delight customers than at any time in history. In my book, I make the case that customer experience is not just a differentiator – it is the reason your organization exists. Profits and long-term growth are by-products of delighting customers. Whether you support customers through a call center or you are an army of one you will learn how to create an environment that is intentional about delighting customers. We will explore the three vital components to achieve this – liberating structures, data driven technology and empowered people. The Curated Experience: Engineering Customer Service to Build Loyalty teaches us that it is about intentionally crafting a better Customer Experience.

Download or read book Women Identity and India s Call Centre Industry written by J.K. Tina Basi and published by Routledge. This book was released on 2009-06-02 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines the concept of globalised identities and the way in which agency is exercised over identity construction by women working in India’s transnational call centre industry. Drawing on qualitative empirical data and extensive original fieldwork, the book provides a nuanced analysis of the experiences of Indian women call centre workers and the role of women’s participation in the global labour market. The author uses social, cultural, and historical factors to create a framework for examining the processes of identity construction. Within this framework, the book explores the impact of the call centre labour process on the social landscape of urban centres in India and the way in which this has impacted upon transformations and shifts in society with relation to gendered, sexual, and generational relationships. Highlighting the significance of identity in a globalised world, the author argues that identity acts as one of the most powerful constructs in transforming global ‘scapes’ and flows of culture and economics. This book will be of interest to academics working on South Asia, gender and labour studies and issues of globalization, identity and social change.

Download or read book Malign Velocities written by Benjamin Noys and published by John Hunt Publishing. This book was released on 2014-10-31 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are told our lives are too fast, subject to the accelerating demand that we innovate more, work more, enjoy more, produce more, and consume more. That’s one familiar story. Another, stranger, story is told here: of those who think we haven’t gone fast enough. Instead of rejecting the increasing tempo of capitalist production they argue that we should embrace and accelerate it. Rejecting this conclusion, /Malign Velocities/ tracks this 'accelerationism' as the symptom of the misery and pain of labour under capitalism. Retracing a series of historical moments of accelerationism - the Italian Futurism; communist accelerationism after the Russian Revolution; the 'cyberpunk phuturism' of the ’90s and ’00s; the unconscious fantasies of our integration with machines; the apocalyptic accelerationism of the post-2008 moment of crisis; and the terminal moment of negative accelerationism - suggests the pleasures and pains of speed signal the need to disengage, negate, and develop a new politics that truly challenges the supposed pleasures of speed.

Download or read book Call Center Guide written by Khaja Moinuddin and published by Publishamerica Incorporated. This book was released on 2009-11 with total page 58 pages. Available in PDF, EPUB and Kindle. Book excerpt: In todayA[a¬a[s world, call centers and B.P.O. are the booming industries. Many youngsters want to join these industries because of high pay. Most of the work, whether it be call center or B.P.O. services, comes from the U.S.A. This guide is to help prospective call center candidates get an inside look at this industry. It has been written in easy, simple, and non-technical English. This guide is specially written to protect aspiring candidates from being duped and conned by unscrupulous people who come in various disguises. They wait like predators ready to pounce and hunt down the gullible and unsuspecting candidates. A decade ago, call centers started to make an appearance in the Asian sub-continent. Most people did not know about this industry and even today, not many people know about it. Although it has become popular, it still remains an enigma to young people who want to join this industry. But they have no relevant information about the call center industry. The candidates are running around from pillar to post wanting this job. They have no idea what is involved; they just know some terms like inbound and outbound, and some job titles, such as Call Center Executive (C.C.E.), Customer Care Representative (C.C.R.), and Technical Service Officer (T.S.O.).They were not even able to briefly talk about the subject. The aim of this guide is to be fully transparent about the projects and campaigns that come to a call center. Dear Reader, we want to help you in every possible way to join a call center. We will be happy to provide you more information and knowledge of these industries. However, we first want you to go through this guide and assess your suitability.

Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Download or read book Working the Night Shift written by Reena Patel and published by Stanford University Press. This book was released on 2010-03-25 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relatively high wages and the opportunity to be part of an upscale, globalized work environment draw many in India to the call center industry. At the same time, night shift employment presents women, in particular, with new challenges alongside the opportunities. This book explores how beliefs about what constitutes "women's work" are evolving in response to globalization. Working the Night Shift is the first in-depth study of the transnational call center industry that is written from the point of view of women workers. It uncovers how call center employment affects their lives, mainly as it relates to the anxiety that Indian families and Indian society have towards women going out at night, earning a good salary, and being exposed to western culture. This timely account illustrates the ironic and, at times, unsettling experiences of women who enter the spaces and places made accessible through call center work. Visit the author's website at http://www.working-the-nightshift.com and facebook group.

Download or read book Call Center written by Gwen Foster Oglesby and published by BrownBooks.ORM. This book was released on 2016-10-18 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer service expert offers practical strategies for call center managers who want to inspire their employees to be there best. Gwendolyn Oglesby has built her entire career working in customer service, creating environments and experiences that are as positive for employees as they are for customers. Now Oglesby shares the tools and strategies she has developed for improving customer service skills, managing employees, and building a successful team culture. In Call Center, Oglesby teaches managers how to train, motivate, and encourage employees to reach their full potential. Each chapter features insightful personality profiles and thought-provoking questions about call center dynamics. At the end of the day, customer service is not just about serving the customer; it’s about serving your team as well.

Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2012 with total page 491 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book All Day Long written by Joanna Biggs and published by Serpent's Tail. This book was released on 2015-04-09 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Nearly all of us have to work, but how much do we really know about what other people do all day? What is it like to be a fishmonger, a sex worker or an Orthodox rabbi? Or a banker, a research scientist or a carer? How do our jobs affect our lives, beliefs and happiness? And what happens when we don't work? Joanna Biggs has travelled the country to find the answers, talking to interns and bosses, professionals and entrepreneurs, thinkers and doers. She takes us from Westminster to the Outer Hebrides, from a hospital in Wales to the industrial Midlands, introducing us to different worlds of work and the people who inhabit them. Rich with the voices of the wealthy and poor, native and immigrant, women and men of the UK in the twenty-first century, All Day Long shows us who we are through what we do.

Download or read book Language Put to Work written by Enda Brophy and published by Palgrave Macmillan. This book was released on 2017-05-01 with total page 291 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.