"Scripts are beautiful" : managers’ and agents’ views of script use in call centers
Year of publication: |
2021
|
---|---|
Authors: | Tovar, Johanna ; Lockwood, Jane |
Published in: |
International journal of business communication : IJBC ; a publication of the Association of Business Communication. - Los Angeles, Calif. : Sage, ISSN 2329-4892, ZDB-ID 2754771-1. - Vol. 58.2021, 3, p. 333-357
|
Subject: | call centers | ethnography | standardization | calling scripts | scaffolding |
-
"Standardizing information security : a structurational analysis"
Andersson, Annika, (2022)
-
Spee, Paul, (2016)
-
Dalichau, Dirk, (2016)
- More ...
-
Research companion to language and country branding
Theodoropoulou, Irene, (2020)
-
Theorising communications coaching in Asian contact centres : what is the approach?
Lockwood, Jane, (2018)
-
Lockwood, Jane, (2012)
- More ...