IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音...IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音信号与数据流的同时传输,提高通话质量和效率。同时,技术融合可以解决传统呼叫中心面临的一些挑战,如服务质量下降、成本上升等问题。展开更多
The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim ...The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim at denaturalize the concept of change related to transition from a bureaucratic model to a professional （post-bureaucratic） model of the call centers organizational design, showing how these discourses and practices reproduce control systems. For this purpose, two cases study of call center outsourced industry are presented. On one hand, we emphasize the bureaucratic nature of call center A associated with standardization of processes and products and where work is highly controlled and routinised. On the other hand, we observe a different image of call center： call center B can be described as a place where work is customized, workers are considered key resources with higher competences and skills that are able to give customers unique solutions and to give answer to complex questions. We suggest that these ＂new practices＂ and ＂new organizational approaches＂ are merely illusions of change. We argue that in professional model （call center B）, control institutionalized through technology is strengthened and deepened by the use of post-bureaucratic control in shaping organizational behaviors, reproducing a Panopticon structure both in terms of electronic surveillance and in terms of behavioral （self） regulation and discipline展开更多
Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center...Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center are really poor. This paper analyzes the situation of call center＇s adoption in several major industries in China and also analyzes the existing problems, From the point of view of strategies of enterprises and call center, this paper puts forward a set of strategic and theoretical suggestions for call center development in China.展开更多
文摘IP的语音传输(Voice over Internet Protocol,VoIP)技术是一种基于网络的语音技术,它可以将语音信号转换成数据流,并在互联网上传输。VoIP技术与Call Center的融合使用户在通话时能更加方便、快捷地使用互联网,节省时间和费用,实现语音信号与数据流的同时传输,提高通话质量和效率。同时,技术融合可以解决传统呼叫中心面临的一些挑战,如服务质量下降、成本上升等问题。
文摘The main goal of the paper is to interpret the concept of organizational change in the perspective of critical management studies, by analyzing both the discourses and the control practices used by management. We aim at denaturalize the concept of change related to transition from a bureaucratic model to a professional （post-bureaucratic） model of the call centers organizational design, showing how these discourses and practices reproduce control systems. For this purpose, two cases study of call center outsourced industry are presented. On one hand, we emphasize the bureaucratic nature of call center A associated with standardization of processes and products and where work is highly controlled and routinised. On the other hand, we observe a different image of call center： call center B can be described as a place where work is customized, workers are considered key resources with higher competences and skills that are able to give customers unique solutions and to give answer to complex questions. We suggest that these ＂new practices＂ and ＂new organizational approaches＂ are merely illusions of change. We argue that in professional model （call center B）, control institutionalized through technology is strengthened and deepened by the use of post-bureaucratic control in shaping organizational behaviors, reproducing a Panopticon structure both in terms of electronic surveillance and in terms of behavioral （self） regulation and discipline
文摘Call center technology has been widely used in China, including industries of banking, railway, telecommunication, electron, insurance, and so on. But the actual effects and benefits brought by adoption of call center are really poor. This paper analyzes the situation of call center＇s adoption in several major industries in China and also analyzes the existing problems, From the point of view of strategies of enterprises and call center, this paper puts forward a set of strategic and theoretical suggestions for call center development in China.
