Hingst, Raymond D. (2004) Call centres, recent history - where have they come from and how did they get here? In: 2nd National Call Centre Research Conference, 19-20 Aug 2004, Churchill, Vic., Australia .
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The purpose of this paper is to review literature relevant to telephone call centres in order to provide readers with an understanding of the recent developmental history of call centres and answer the questions what are they?’ and ‘how did they get here? This will be achieved by drawing upon three broad and diverse categories of information: a representative selection of texts written on operational, technical and human resource related issues; journal articles in refereed publications; and, a review of the main stream and ‘trade’ media reporting of events effecting call centres which will, in the instance of the latter, principally focus on items gathered from Internet sources.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||No indication of copyright restrictions.|
|Uncontrolled Keywords:||call centres, mainstream media, trade media|
|Depositing User:||Mr Ray Hingst|
|Date Deposited:||26 May 2010 11:42|
|Last Modified:||02 Jul 2013 23:39|
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