Call centres, recent history - where have they come from and how did they get here?

Paper


Hingst, Raymond D.. 2004. "Call centres, recent history - where have they come from and how did they get here?" 2nd National Call Centre Research Conference. Churchill, Australia 19 - 20 Aug 2004 Melbourne, Australia.
Paper/Presentation Title

Call centres, recent history - where have they come from and how did they get here?

Presentation TypePaper
Authors
AuthorHingst, Raymond D.
Journal or Proceedings TitleProceedings of the 2nd National Call Centre Research Conference
Year2004
Place of PublicationMelbourne, Australia
Conference/Event2nd National Call Centre Research Conference
Event Details
2nd National Call Centre Research Conference
Event Date
19 to end of 20 Aug 2004
Event Location
Churchill, Australia
Abstract

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.

Keywordscall centres, mainstream media, trade media
ANZSRC Field of Research 2020470199. Communication and media studies not elsewhere classified
350605. Marketing management (incl. strategy and customer relations)
350711. Organisational planning and management
Public Notes

No indication of copyright restrictions.

Byline AffiliationsSchool of Management and Marketing
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