accent, 2, 3, 4, 5, 8, 9, 35, 53–73, 74–75, 97,
107, 134; neutral, 3, 4, 53–73, 74–75, 107,
134; placeless, 4; practice, 35, 57, 58–59;
training, 57, 58–59, 62–63. See also
global: accent
agent- company relationship, 5, 36–41,
49–51, 64–67, 71, 83, 108–12, 122–25;
distrust of company, 37–39, 67; sales
quotas, 36–41, 83, 108; scheduling,
49–51, 90, 110, 122–25. See also agent
dissatisfaction
agent dissatisfaction, 32, 37–38, 39, 41,
49–50, 71, 106–7, 109–10. See also
agent- company relationship; call center
algocracy, 83–90, 92, 95, 97–100
algorithms, 90–91, 96–100
alienation, 127
Andlauer, P., 123
Augé, Marc, 133
Austin, J. L., 59
Baker, Stephen, 97–98
Basi, Tina, 11
Berger, Peter, 131
big data, 99
bio- nano- sensors, 99
Bohr, Niels, 132
Bourdieu, Pierre, 53–54. See also hysteresis
effect
brics group, 22
bureaucracy, 81, 84–89, 93–95. See also
identity; organizations
business process outsourcing (bpo), 1–2, 4,
5, 23, 30, 110–11
call center, 1, 2, 5, 8, 9–10, 11, 12, 17, 30,
31–33, 35–52, 54–57, 58, 59, 63, 75, 77,
81–82, 84, 85, 90, 100, 103–4, 106–7,
108–13, 117, 121, 123, 127–29, 133–35;
layout, 36; training, 5, 36, 41–50, 54, 56,
135; transportation (cabs), 33, 39, 103,
108–12. See also agent dissatisfaction;
labor; night work; training; women
calling, 50–51, 83, 90–91; dialer, 83, 90–92;
effectiveness, 90–91; manual, 90–91;
schedule, 50–51, 90. See also dialers
Chopra, Sam, 111–12
circadian clock/rhythms, 1, 10, 103, 118–22,
123, 127, 129. See also time
Citibank, 46, 50, 51, 56, 77, 81, 100
INDEX
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