The Language Of Outsourced Call Centers

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The Language of Outsourced Call Centers

Eric Friginal
The Language of Outsourced Call Centers Book PDF

Author : Eric Friginal
Publisher : John Benjamins Publishing
Page : 346 pages
File Size : 54,7 Mb
Release : 2009-02-25
Category : Language Arts & Disciplines
ISBN : 9789027289797

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The Language of Outsourced Call Centers by Eric Friginal Pdf

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents’ experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

The Language of Outsourced Call Centers

Eric Friginal
The Language of Outsourced Call Centers Book PDF

Author : Eric Friginal
Publisher : John Benjamins Publishing
Page : 344 pages
File Size : 46,6 Mb
Release : 2009
Category : Language Arts & Disciplines
ISBN : 9789027223081

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The Language of Outsourced Call Centers by Eric Friginal Pdf

The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.

Call Centers For Dummies

Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Call Centers For Dummies Book PDF

Author : Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson
Publisher : John Wiley & Sons
Page : 384 pages
File Size : 50,9 Mb
Release : 2010-05-11
Category : Business & Economics
ISBN : 0470678402

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Call Centers For Dummies by Real Bergevin,Afshan Kinder,Winston Siegel,Bruce Simpson Pdf

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.

42 Rules for Outsourcing Your Call Center

Geoffrey A. Best
42 Rules for Outsourcing Your Call Center Book PDF

Author : Geoffrey A. Best
Publisher : Happy About
Page : 140 pages
File Size : 43,7 Mb
Release : 2011-09-29
Category : Business & Economics
ISBN : 9781607730699

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42 Rules for Outsourcing Your Call Center by Geoffrey A. Best Pdf

Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.

Philippine English

Ariane Macalinga Borlongan
Philippine English Book PDF

Author : Ariane Macalinga Borlongan
Publisher : Taylor & Francis
Page : 425 pages
File Size : 49,8 Mb
Release : 2022-09-19
Category : Language Arts & Disciplines
ISBN : 9780429765148

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Philippine English by Ariane Macalinga Borlongan Pdf

Philippine English is a comprehensive reference work on the history, sociology, and linguistic structure of Philippine English. It offers readers unprecedented access to a synthesis of the last 50 years of research into Philippine English and puts forward a new and better understanding of the phenomenon of the nativization of English in the Philippines and the emergence of Philippine English. This definitive resource covers in great length and depth all that is currently known about the new English. The chapters offer detailed descriptions of Philippine English at various linguistic levels in addition to examining the psychosociolinguistic factors which shaped the language. Offering discussions of practice, language policy, language education, language teaching, and the relevance of English in various social phenomena in the Philippines, readers will find everything they need to know on theory, methodology, and application in the study of Philippine English.

The Routledge Handbook of Language in the Workplace

Bernadette Vine
The Routledge Handbook of Language in the Workplace Book PDF

Author : Bernadette Vine
Publisher : Routledge
Page : 601 pages
File Size : 50,5 Mb
Release : 2017-08-09
Category : Language Arts & Disciplines
ISBN : 9781317425809

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The Routledge Handbook of Language in the Workplace by Bernadette Vine Pdf

The Routledge Handbook of Language in the Workplace provides a comprehensive survey of linguistic research on language in the workplace written by top scholars in the field from around the world. The Handbook covers theoretical and methodological approaches, explores research in different types of workplace settings, and examines some key areas of workplace talk that have been investigated by workplace researchers. Issues of identity have become a major focus in recent workplace research and the Handbook highlights some core issues of relevance in this area, such as gender, leadership, and intercultural communication. As the field has developed, applications of workplace research for both native and non-native speakers have emerged. Insights can inform and improve input from practitioners training workers in a range of fields and across a variety of contexts, and the Handbook foregrounds some of the ways workplace research can do this. This is an invaluable resource for researchers and graduate students interested in learning more about workplace discourse.

Globalization, Communication and the Workplace

Gail Forey,Jane Lockwood
Globalization Communication and the Workplace Book PDF

Author : Gail Forey,Jane Lockwood
Publisher : A&C Black
Page : 289 pages
File Size : 42,6 Mb
Release : 2010-06-24
Category : Language Arts & Disciplines
ISBN : 9781441105356

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Globalization, Communication and the Workplace by Gail Forey,Jane Lockwood Pdf

The global developments in Information Technology Enabled Services have transformed customer service encounters which were until recently face-to-face. The major business areas of healthcare, insurance, banking and media are increasingly moving their customer processes to call centres, web based interaction, and email. ITES is set for explosive growth over the next decade, alongside being increasingly outsourced to non-English speaking destinations. The need for good English language communication skills is becoming ever more acute.This book looks closely at interactive communication in customer-facing services, featuring the voices of both academics and those in industry. It aims to integrate the work of applied linguists, teachers, trainers and businesses. After an initial discussion on the value of research to applied training, the major issues of ITES communications are addressed with either an academic analysis being followed by a training example derived from it, or with an analysis of a workplace problem followed by a research-based solution proposal. This volume should appeal to a wide readership in academic, business training and HR departments.

Talking at Work

Lucy Pickering,Eric Friginal,Shelley Staples
Talking at Work Book PDF

Author : Lucy Pickering,Eric Friginal,Shelley Staples
Publisher : Springer
Page : 284 pages
File Size : 55,7 Mb
Release : 2016-12-22
Category : Language Arts & Disciplines
ISBN : 9781137496164

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Talking at Work by Lucy Pickering,Eric Friginal,Shelley Staples Pdf

This book offers original corpus research in a range of workplace contexts including office-based settings, call center interactions and healthcare communication. Chapters in this edited volume bring together leading scholars in the field of corpus analysis in workplace discourse and include data from multiple corpora. Employing a range of qualitative and quantitative analytic approaches including Conversation Analysis, Linguistic Profiling and Register Analysis, the book introduces unique specialized corpus data in the areas of Augmentative and Alternative Communication, nursing, and cross-cultural communication, among others.

Designing the Best Call Center for Your Business

Brendan Read
Designing the Best Call Center for Your Business Book PDF

Author : Brendan Read
Publisher : CRC Press
Page : 383 pages
File Size : 46,8 Mb
Release : 2005-01-02
Category : Computers
ISBN : 9781482280906

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Designing the Best Call Center for Your Business by Brendan Read Pdf

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Corpus-based Research in Applied Linguistics

Viviana Cortes,Eniko Csomay
Corpus based Research in Applied Linguistics Book PDF

Author : Viviana Cortes,Eniko Csomay
Publisher : John Benjamins Publishing Company
Page : 240 pages
File Size : 40,5 Mb
Release : 2015-01-14
Category : Language Arts & Disciplines
ISBN : 9789027269058

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Corpus-based Research in Applied Linguistics by Viviana Cortes,Eniko Csomay Pdf

This volume comprises nine contributions that were written by up-and-coming corpus-based researchers with varied areas of expertise, who were all disciples of Douglas Biber sometime in the past two decades. These papers cover a wide variety of linguistic analyses and describe the principles of the Flagstaff school: a careful procedure for language corpora collection with special consideration for corpus size, representativeness, sampling and systematic analysis; the use of computer programming abilities that allow the posing of corpus-based research questions never asked before; and a strong emphasis on the combination of quantitative methods based on sound and innovative statistical procedures complemented with comprehensive qualitative functional analyses of the language. This volume has been edited in honor of Douglas Biber, a pioneer of the American school of corpus-based research.

Not Like a Native Speaker

Rey Chow
Not Like a Native Speaker Book PDF

Author : Rey Chow
Publisher : Columbia University Press
Page : 188 pages
File Size : 41,8 Mb
Release : 2014-09-30
Category : Political Science
ISBN : 9780231151443

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Not Like a Native Speaker by Rey Chow Pdf

Although the era of European colonialism has long passed, misgivings about the inequality of the encounters between European and non-European languages persist in many parts of the postcolonial world. This unfinished state of affairs, this lingering historical experience of being caught among unequal languages, is the subject of Rey Chow's book. A diverse group of personae, never before assembled in a similar manner, make their appearances in the various chapters: the young mulatto happening upon a photograph about skin color in a popular magazine; the man from Martinique hearing himself named "Negro" in public in France; call center agents in India trained to Americanize their accents while speaking with customers; the Algerian Jewish philosopher reflecting on his relation to the French language; African intellectuals debating the pros and cons of using English for purposes of creative writing; the translator acting by turns as a traitor and as a mourner in the course of cross-cultural exchange; Cantonese-speaking writers of Chinese contemplating the politics of food consumption; radio drama workers straddling the forms of traditional storytelling and mediatized sound broadcast. In these riveting scenes of speaking and writing imbricated with race, pigmentation, and class demarcations, Chow suggests, postcolonial languaging becomes, de facto, an order of biopolitics. The native speaker, the fulcrum figure often accorded a transcendent status, is realigned here as the repository of illusory linguistic origins and unities. By inserting British and post-British Hong Kong (the city where she grew up) into the languaging controversies that tend to be pursued in Francophone (and occasionally Anglophone) deliberations, and by sketching the fraught situations faced by those coping with the specifics of using Chinese while negotiating with English, Chow not only redefines the geopolitical boundaries of postcolonial inquiry but also demonstrates how such inquiry must articulate historical experience to the habits, practices, affects, and imaginaries based in sounds and scripts.

The Oxford Handbook of Applied Linguistics

Robert B. Kaplan
The Oxford Handbook of Applied Linguistics Book PDF

Author : Robert B. Kaplan
Publisher : Oxford University Press
Page : 786 pages
File Size : 44,8 Mb
Release : 2010-09-30
Category : Foreign Language Study
ISBN : 9780195384253

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The Oxford Handbook of Applied Linguistics by Robert B. Kaplan Pdf

"[A] monumental editorial enterprise....It is to be commended and used widely and wisely."---ESL Magazine --

Ethnographies of U.S. Empire

Carole McGranahan,John F. Collins
Ethnographies of U S Empire Book PDF

Author : Carole McGranahan,John F. Collins
Publisher : Duke University Press
Page : 560 pages
File Size : 47,5 Mb
Release : 2018-08-24
Category : Social Science
ISBN : 9781478002086

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Ethnographies of U.S. Empire by Carole McGranahan,John F. Collins Pdf

How do we live in and with empire? The contributors to Ethnographies of U.S. Empire pursue this question by examining empire as an unequally shared present. Here empire stands as an entrenched, if often invisible, part of everyday life central to making and remaking a world in which it is too often presented as an aberration rather than as a structuring condition. This volume presents scholarship from across U.S. imperial formations: settler colonialism, overseas territories, communities impacted by U.S. military action or political intervention, Cold War alliances and fissures, and, most recently, new forms of U.S. empire after 9/11. From the Mohawk Nation, Korea, and the Philippines to Iraq and the hills of New Jersey, the contributors show how a methodological and theoretical commitment to ethnography sharpens all of our understandings of the novel and timeworn ways people live, thrive, and resist in the imperial present. Contributors: Kevin K. Birth, Joe Bryan, John F. Collins, Jean Dennison, Erin Fitz-Henry, Adriana María Garriga-López, Olívia Maria Gomes da Cunha, Matthew Gutmann, Ju Hui Judy Han, J. Kēhaulani Kauanui, Eleana Kim, Heonik Kwon, Soo Ah Kwon, Darryl Li, Catherine Lutz, Sunaina Maira, Carole McGranahan, Sean T. Mitchell, Jan M. Padios, Melissa Rosario, Audra Simpson, Ann Laura Stoler, Fa’anofo Lisaclaire Uperesa, David Vine

The Discourse of Customer Service Tweets

Ursula Lutzky
The Discourse of Customer Service Tweets Book PDF

Author : Ursula Lutzky
Publisher : Bloomsbury Publishing
Page : 232 pages
File Size : 49,6 Mb
Release : 2021-10-21
Category : Language Arts & Disciplines
ISBN : 9781350090699

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The Discourse of Customer Service Tweets by Ursula Lutzky Pdf

The Discourse of Customer Service Tweets studies the discursive and pragmatic features of customer service interactions, making use of a corpus of over 1.5 million tweets from more than thirty different companies. With Twitter being used as a professional service channel by many transport operators, this book features an empirical analysis of British and Irish train companies and airlines that provide updates and travel assistance on the platform, often on a 24/7 basis. From managing crises in the midst of strike action to ensuring passengers feel comfortable on board, Twitter allows transport operators to communicate with their customers in real time. Analysing patterns of language use as well as platform specific features for their communicative functions, Ursula Lutzky enhances our understanding of customers' linguistic expectations on Twitter and of what makes for successful or unsuccessful interaction. Of interest to anyone researching discourse analysis, business communication and social media, this book's findings pave the way for practical applications in customer service.

The Oxford Handbook of Offshoring and Global Employment

Ashok Bardhan,Dwight M. Jaffee,Cynthia A. Kroll
The Oxford Handbook of Offshoring and Global Employment Book PDF

Author : Ashok Bardhan,Dwight M. Jaffee,Cynthia A. Kroll
Publisher : Oxford University Press
Page : 696 pages
File Size : 48,5 Mb
Release : 2013-04-09
Category : Business & Economics
ISBN : 9780199324057

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The Oxford Handbook of Offshoring and Global Employment by Ashok Bardhan,Dwight M. Jaffee,Cynthia A. Kroll Pdf

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.