Globalization, Communication and the Workplace

Globalization, Communication and the Workplace

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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.places agents in the awkward position of being unable to communicate their inability to solve the customera#39;s problem. ... of communication training material, customer service manuals and scorecards collected at Thistle and other call centres.


Title:Globalization, Communication and the Workplace
Author: Gail Forey, Jane Lockwood
Publisher:A&C Black - 2010-06-24
ISBN-13:

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