Technology, selection, and training in call centers

This analysis of establishment-level call center survey data from 14 countries in 2003-2006 explores relationships among technology, selection, and training for both newly hired and more experienced workers. The findings suggest, consistent with the more generic literature, that information and comm...

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Bibliographic details
Volume:	62
Main Author:	Sieben, Inge Grip, Andries de Longen, Jessica Sørensen, Ole
Format:	Journal Article
Language:	English
Zielgruppe:	Trade
Place of publication:	Los Angeles, CA New York State School of Industrial and Labor Relations, Cornell University 2009 SAGE Publications Sage Publications, Inc
published in:	Industrial & labor relations review Vol. 62; no. 4; pp. 553 - 572
Related:	Research Centre for Educ and Labour Mark RS: GSBE ERD
Data of publication:	2009
ISSN:	0019-7939 2162-271X
EISSN:	2162-271X
Discipline:	Economics Law
Subjects:	Personalauswahl Betriebliche Bildungsarbeit Callcenter Informationstechnik Welt Training Industrial training Statistical significance Job training Technology Labor management relations Automatic control Hiring Informal learning Modeling 2 International Call centers Employee training Technology application Evaluation Human resource management Employee selection
Online Access:	Fulltext
Database:	FIS Bildung Literaturdatenbank NARCIS:Publications NARCIS NARCIS: Datasets CrossRef Academic OneFile (A&I only) Database information Databases - DBIS