A linguistic analysis of global developments in Information Technology
Enabled Services as industry adopts less face-to-face interaction.
The global developments in Information Technology Enabled Services have
transformed customer service encounters which were until recently
face-to-face. Major business areas of healthcare, insurance, banking and
media are increasingly moving their customer processes to call centres, web
based interaction, and email. ITES is set for explosive growth over the
next decade, alongside being increasingly outsourced to non-English
speaking destinations. The need for good English language communication
skills is becoming ever more acute. This book looks closely at interactive
communication in customer-facing services, featuring the voices of both
academics and those in industry. It aims to integrate the work of applied
linguists, teachers, trainers and businesses. After an initial discussion
on the value of research to applied training, the major issues of ITES
communications are addressed with either an academic analysis being
followed by a training example derived from it, or with an analysis of a
workplace problem followed by a research-based solution proposal.
This volume should appeal to a wide readership in academic, business
training and HR departments.