"Call Configurations: Varieties of Call Centre and Divisions of Labour"
by Glucksmann, Miriam A (2004)
The thrust of argument is to develop a relational conception of the call centre as one phase in an integral process of production or provision through to consumption, that relates upstream to production and distribution, and downstream to delivery and consumption. Since the configuration of an overall process is likely to vary according to the field or type of activity, it follows that call centres may be positioned differently in the diverse areas with which they are associated. The intermediary function they perform, and significance of this …
KeywordsAutomation, Machines, Technology, Call Centre, Division Of Labour, Race, Gender, Relationality
ThemesCall Centres, Capitalism
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