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Author: Andrew J.R. Stevens Publisher: Routledge ISBN: 1135118671 Category : Social Science Languages : en Pages : 249
Book Description
Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues to be a growing practice amongst governments and corporations in their attempts at controlling costs and providing new services. While incredible advances in technology have permitted the use of distant and "offshore" labor forces, the grander reshaping of an international political economy of communications has allowed for the acceleration of these processes. New and established labor unions have responded to these changes in the global regimes of work by seeking to organize call center workers. These efforts have been assisted by a range of forces, not least of which is the condition of work itself, but also attempts by global union federations to build a bridge between international unionism and local organizing campaigns in the Global South and Global North. Through an examination of trade union interventions in the call center industries located in Canada and India, this book contributes to research on post-industrial employment by using political economy as a juncture between development studies, the sociology of work, and labor studies.
Author: Andrew J.R. Stevens Publisher: Routledge ISBN: 1135118671 Category : Social Science Languages : en Pages : 249
Book Description
Call centers have come, in the last three decades, to define the interaction between corporations, governments, and other institutions and their respective customers, citizens, and members. The offshoring and outsourcing of call center employment, part of the larger information technology and information-technology-enabled services sectors, continues to be a growing practice amongst governments and corporations in their attempts at controlling costs and providing new services. While incredible advances in technology have permitted the use of distant and "offshore" labor forces, the grander reshaping of an international political economy of communications has allowed for the acceleration of these processes. New and established labor unions have responded to these changes in the global regimes of work by seeking to organize call center workers. These efforts have been assisted by a range of forces, not least of which is the condition of work itself, but also attempts by global union federations to build a bridge between international unionism and local organizing campaigns in the Global South and Global North. Through an examination of trade union interventions in the call center industries located in Canada and India, this book contributes to research on post-industrial employment by using political economy as a juncture between development studies, the sociology of work, and labor studies.
Author: Javier Peña Capobianco Publisher: Emerald Group Publishing ISBN: 1837536287 Category : Business & Economics Languages : en Pages : 287
Book Description
The New Era of Global Services is the result of interviews with more than seventy international leaders. The results show that in the coming years, Global Services will tend to grow in business-to-business (B2B), business-to-consumer (B2C), peer-to-peer (P2P), an in particular peer-to-business (P2B) relationships.
Author: Kiran Mirchandani Publisher: University of Toronto Press ISBN: 148752059X Category : Business & Economics Languages : en Pages : 289
Book Description
Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work. In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.
Author: Bryan Roberts Publisher: Springer ISBN: 3319497782 Category : Political Science Languages : en Pages : 192
Book Description
This volume focuses on recent experiences of return migration to Mexico and Central America from the United States. For most of the twentieth century, return migration to the US was a normal part of the migration process from Mexico and Central America, typically resulting in the eventual permanent settlement of migrants in the US. In recent years, however, such migration has become involuntary, as a growing proportion of return migration is taking place through formal orders of deportation. This book discusses return migration to Mexico, Guatemala, El Salvador and Honduras, addressing different reasons for return, whether voluntary or involuntary, and highlighting the unique challenges faced by returnees to each region. Particular emphasis is placed on the lack of government and institutional policies in place for returning migrants who wish to attain work, training, or shelter in their home countries. Finally, the authors take a look at the phenomenon of migrants who can never return because they have disappeared during the migration process. Through its multinational focus, diverse thematic outlook, and use of ethnographic and survey methods, this volume provides an original contribution to the topic of return migration and broadens the scope of the literature currently available. As such, this book will be important to scholars and students interested in immigration policy and Latin America as well as policy makers and activists.
Author: Real Bergevin Publisher: John Wiley & Sons ISBN: 0470677430 Category : Business & Economics Languages : en Pages : 391
Book Description
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.
Author: Elizabeth C. Medlin Publisher: McFarland ISBN: 1476649006 Category : Social Science Languages : en Pages : 241
Book Description
Many volunteer workers have questioned their efforts and wondered if their actions truly made a difference. Questions about the state of the world, making a positive impact, health, safety, and creating authentic, lasting change are at the heart of international volunteering. This book is a comprehensive guide for those who are currently volunteering or seeking to volunteer internationally. It demonstrates that with the right tools and knowledge, it is possible to make authentic, lasting change. The book offers timely knowledge for volunteering in an era when the world has never been better off, but where current developments are not reaching everyone who still lives in poverty.
Author: Cecilia M. Rivas Publisher: Rutgers University Press ISBN: 0813571839 Category : Social Science Languages : en Pages : 202
Book Description
Ravaged by civil war throughout the 1980s and 1990s, El Salvador has now emerged as a study in contradictions. It is a country where urban call centers and shopping malls exist alongside rural poverty. It is a land now at peace but still grappling with a legacy of violence. It is a place marked by deep social divides, yet offering a surprising abundance of inclusive spaces. Above all, it is a nation without borders, as widespread emigration during the war has led Salvadorans to develop a truly transnational sense of identity. In Salvadoran Imaginaries, Cecilia M. Rivas takes us on a journey through twenty-first century El Salvador and to the diverse range of sites where the nation’s postwar identity is being forged. Combining field ethnography with media research, Rivas deftly toggles between the physical spaces where the new El Salvador is starting to emerge and the virtual spaces where Salvadoran identity is being imagined, including newspapers, literature, and digital media. This interdisciplinary approach enables her to explore the multitude of ways that Salvadorans negotiate between reality and representation, between local neighborhoods and transnational imagined communities, between present conditions and dreams for the future. Everyday life in El Salvador may seem like a simple matter, but Rivas digs deeper, across many different layers of society, revealing a wealth of complex feelings that the nation’s citizens have about power, opportunity, safety, migration, and community. Filled with first-hand interviews and unique archival research, Salvadoran Imaginaries offers a fresh take on an emerging nation and its people.
Author: Beth C. Caldwell Publisher: Duke University Press ISBN: 1478004525 Category : Social Science Languages : en Pages : 153
Book Description
When Gina was deported to Tijuana, Mexico, in 2011, she left behind her parents, siblings, and children, all of whom are U.S. citizens. Despite having once had a green card, Gina was removed from the only country she had ever known. In Deported Americans legal scholar and former public defender Beth C. Caldwell tells Gina's story alongside those of dozens of other Dreamers, who are among the hundreds of thousands who have been deported to Mexico in recent years. Many of them had lawful status, held green cards, or served in the U.S. military. Now, they have been banished, many with no hope of lawfully returning. Having interviewed over one hundred deportees and their families, Caldwell traces deportation's long-term consequences—such as depression, drug use, and homelessness—on both sides of the border. Showing how U.S. deportation law systematically fails to protect the rights of immigrants and their families, Caldwell challenges traditional notions of what it means to be an American and recommends legislative and judicial reforms to mitigate the injustices suffered by the millions of U.S. citizens affected by deportation.
Author: Ashok Bardhan Publisher: Oxford University Press ISBN: 0199324050 Category : Business & Economics Languages : en Pages : 696
Book Description
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.
Author: Andrew J.R. Stevens
Author: Andrew J.R. Stevens
Author: Javier Peña Capobianco
Author: Kiran Mirchandani
Author: Bryan Roberts
Author: Real Bergevin
Author: Rafael Alarcón Medina
Author: Elizabeth C. Medlin
Author: Cecilia M. Rivas
Author: Beth C. Caldwell
Author: Ashok Bardhan