ABSTRACT
The title of this book Developments in the Call Centre Industry: Analysis, changes and challenges is indicative of the intention to reflect upon and analyse past, current and future scenarios for the call centre industry. Unlike earlier edited volumes, this volume is not focused upon developments within specific countries, or within a specific area of analytical research. The book showcases a diverse range of research issues, research approaches and research methods, while also covering many of the core issues that can be found in previous call centre collections and journal editions. This volume differs from earlier volumes in three obvious respects – it is timely, an important consideration given the ongoing growth and development of the sector; it incorporates studies of the call centre sector in countries where the sector is relatively new (India, South Korea and Greece); and it is generalist, in that it attempts to encompass the broad domain of research issues and approaches associated with the analysis of call centre work and workplaces.
