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- W2893090663 abstract "Woydack draws on ethnographic observations and the meme of a new agent’s day at work to provide a unique, first of its kind “detailed behind the scenes look” at how a call center operates from recruitment to language management practices. In the process, she introduces the role of monitoring, the regulation of working hours and non-work related activities, and the place of data logging in a call agent’s responsibilities and managerial decision making. Woydack further explains why scripts and standardization practices are central to the running of the call center. The chapter includes a useful summary of why actual agents join a call center labor force and how they understand their work experiences." @default.
- W2893090663 created "2018-10-05" @default.
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- W2893090663 date "2018-09-25" @default.
- W2893090663 modified "2023-09-23" @default.
- W2893090663 title "Getting to Know CallCentral: A First Encounter" @default.
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- W2893090663 doi "https://doi.org/10.1007/978-3-319-93323-8_2" @default.
- W2893090663 hasPublicationYear "2018" @default.
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