The Language Of Outsourced Call Centers
Download The Language Of Outsourced Call Centers PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get The Language Of Outsourced Call Centers book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages.
The Language of Outsourced Call Centers
The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents' experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.
42 Rules for Outsourcing Your Call Center
Annotation A foundation for anyone considering outsourcing their call center, this volume provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization.
The Handbook of English for Specific Purposes
A field-defining survey of research in the rapidly growing field of English for Specific Purposes, now in its second edition The Handbook of English for Specific Purposes provides an up-to-date account of the origins, development, current state, and future directions in the study of English as used in its specific contexts, including medical English, business English, and academic English. Featuring research from leading authorities, this comprehensive volume addresses all key aspects of ESP, including speaking, reading, writing, legal English, nursing, assessment, intercultural rhetoric, multimodality, English as a lingua franca, and ethnography. The second edition of the Handbook is fully revised to incorporate new areas of ESP research and reflects changing demands on English Language Learners (ELL), including a new historical overview of the field by Prof. Vijay K. Bhatia and entirely new chapters English medium instruction and ESP research, materials development, teacher development, call center communication, Global Englishes and translanguaging, identity, and the emergence of digital genres. Unmatched in its breadth and depth of coverage, The Handbook of English for Specific Purposes: Features original state-of-the-art reviews relevant to scholars and students working across applied linguistics and education Features contributions by scholars working on ESP in a wide range of international contexts Addresses current and emerging challenges in ESP, with implications for related fields of TESOL and English language education more broadly Includes in-depth reviews of new ESP research findings and suggestions for further scholarship Part of the Wiley Blackwell Handbooks in Linguistics series, The Handbook of English for Specific Purposes, Second Edition, is an essential reference for upper-level undergraduate and graduate students, scholars, researchers, and educators working in TESOL, ELL/ELT, applied linguistics, and language studies.