Call centres, recent history - where have they come from and how did they get here?
Paper
Paper/Presentation Title | Call centres, recent history - where have they come from and how did they get here? |
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Presentation Type | Paper |
Authors | |
Author | Hingst, Raymond D. |
Journal or Proceedings Title | Proceedings of the 2nd National Call Centre Research Conference |
Year | 2004 |
Place of Publication | Melbourne, Australia |
Conference/Event | 2nd 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. |
Keywords | call centres, mainstream media, trade media |
ANZSRC Field of Research 2020 | 470199. 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 Affiliations | School of Management and Marketing |
https://research.usq.edu.au/item/9z83y/call-centres-recent-history-where-have-they-come-from-and-how-did-they-get-here
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