English in tiers in the workplace: a case study of email usage / Li Lan and Lucy MacGregor
English as aákey resource to business and development / Catherine Nickerson
Communication skills in contemporary service workplaces: some problems / Anna Kristina Hultgren & Deborah Cameron
Managing the telephone relationship with the customer: interpersonal complexity : "I was so angry. It was unbelievable" a comparison of written and spoken customer service complaints / Jon S.Y. Hui
Naming and negotiating relationships in call centre talk / Susan Hood
Call centre discourse: graduation in relation to voice quality and attitudinal profile / Jenny Yau Ni Wan
Researching and understanding differences among call centre agents / Claire Cowie & Lalita Murty
Language, culture and training in the globalised workplace : talking about talking: comparing the approaches of intercultural trainers and language teachers / Jane Hayman
Reconceptualizing culture for workplace communication / Neil Elias
India rising: call centre communication and the need for two way training / Barry Tomalin
Call center training and language in the Philippines / Eric Friginal
What causes communication breakdown in the call centres? The discrepancies in the communications training and research / Jane Lockwood
Communication skills: assessment and its uses: consulting assessment for the business processing outsourcing (bpo) industry in the Philippines / Jane Lockwood
Language assessment in call centres: the case of the customer service representative / Alan Davies
Beyond the workplace: social implications: language globalisation and the workplace: education and social implications / Gail Forey.
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Globalization, communication and the workplace : talking across the world. ISBN 9780826446077. Published by Continuum in 2010. Publication and catalogue information, links to buy online and reader comments.
