Applying sociolinguistic perspectives, this issue explores the most recent developments in call center research and the impact call center work has on agents. Significant issues are addressed in call center interactions, including web chat, agent stigmatization, agent resistance, agent training and the impact of Covid-19. The essays provide a forum where developments are critically reviewed and future areas of research explored, including how call center work can be improved. The first article by Nielsen addresses the impact of the Covid-19 pandemic in India and working from home through the notions of chronotopes. The second article in the issue by Lockwood develops a framework for the assessment of written web chats in offshore call centers. The third essay by Friginal examines how the voice assessment of Filipino agents can be improved through caller clarification sequences. Tovar’s paper, the fourth paper in this collection, focuses on the strain that working in a call center creates for agents and how they resolve this. The fifth paper by Orthaber examines resistance and passive compliance in call center interactions in a Slovenian call center using turn-by-turn micro-analysis of service conversations with a focus on silences. Despite the different angles, the papers share themes of resistance (creative compliance) and the development of a new register of call center speak, while also highlighting agency among call center workers.
{"title":"Current trends and the way forward on call center research in a post-covid world","authors":"Johanna Tovar","doi":"10.1558/sols.42444","DOIUrl":"https://doi.org/10.1558/sols.42444","url":null,"abstract":"Applying sociolinguistic perspectives, this issue explores the most recent developments in call center research and the impact call center work has on agents. Significant issues are addressed in call center interactions, including web chat, agent stigmatization, agent resistance, agent training and the impact of Covid-19. The essays provide a forum where developments are critically reviewed and future areas of research explored, including how call center work can be improved. The first article by Nielsen addresses the impact of the Covid-19 pandemic in India and working from home through the notions of chronotopes. The second article in the issue by Lockwood develops a framework for the assessment of written web chats in offshore call centers. The third essay by Friginal examines how the voice assessment of Filipino agents can be improved through caller clarification sequences. Tovar’s paper, the fourth paper in this collection, focuses on the strain that working in a call center creates for agents and how they resolve this. The fifth paper by Orthaber examines resistance and passive compliance in call center interactions in a Slovenian call center using turn-by-turn micro-analysis of service conversations with a focus on silences. Despite the different angles, the papers share themes of resistance (creative compliance) and the development of a new register of call center speak, while also highlighting agency among call center workers.","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2022-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77239119","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The past two decades have seen a growing interest in research on call centre discourse from sociolinguistic and pragmatic perspectives. Turn-by-turn micro-analyses of call centre interactions have looked at the complex power relations and face-considerations in dealing with customers’ and agents’ impolite behaviour. Although silence is ubiquitous in dyadic conversations, surprisingly few studies of call centre interactions have investigated silence between adjacency pairs and the potential trouble it may indicate. To fill this gap, this paper explores silence in service calls. Specifically, it first looks at routine calls for information and the most common ways in which silence is accounted for by the agents. It then examines non-routine calls where silence becomes interactionally meaningful following the agents’ withheld responses at a transition-relevance place. Thus, silence becomes marked behaviour by virtue of being oriented to as unexpected by the customer and thus open to evaluations of impoliteness.
{"title":"‘Silence is not always golden’","authors":"S. Orthaber","doi":"10.1558/sols.42260","DOIUrl":"https://doi.org/10.1558/sols.42260","url":null,"abstract":"The past two decades have seen a growing interest in research on call centre discourse from sociolinguistic and pragmatic perspectives. Turn-by-turn micro-analyses of call centre interactions have looked at the complex power relations and face-considerations in dealing with customers’ and agents’ impolite behaviour. Although silence is ubiquitous in dyadic conversations, surprisingly few studies of call centre interactions have investigated silence between adjacency pairs and the potential trouble it may indicate. To fill this gap, this paper explores silence in service calls. Specifically, it first looks at routine calls for information and the most common ways in which silence is accounted for by the agents. It then examines non-routine calls where silence becomes interactionally meaningful following the agents’ withheld responses at a transition-relevance place. Thus, silence becomes marked behaviour by virtue of being oriented to as unexpected by the customer and thus open to evaluations of impoliteness.","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2022-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79217977","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
The Coral Way Bilingual Program Maria R. Coady (2019) Bristol: Multilingual Matters. Pp. 168 ISBN: 9781788924573 (hbk) ISBN: 9781788924566 (pbk) ISBN: 9781788924580 (ebook, PDF) ISBN: 9781788924597 (ebook, EPUB)
{"title":"The Coral Way Bilingual Program Maria R. Coady (2019)","authors":"K. Brown","doi":"10.1558/sols.41572","DOIUrl":"https://doi.org/10.1558/sols.41572","url":null,"abstract":"The Coral Way Bilingual Program Maria R. Coady (2019) Bristol: Multilingual Matters. Pp. 168 ISBN: 9781788924573 (hbk) ISBN: 9781788924566 (pbk) ISBN: 9781788924580 (ebook, PDF) ISBN: 9781788924597 (ebook, EPUB)","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2022-04-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80362120","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Choosing a Mother Tongue: The Politics of Language and Identity in Ukraine Corinne A. Seals (2019)","authors":"Svitlana Melnyk","doi":"10.1558/sols.7320","DOIUrl":"https://doi.org/10.1558/sols.7320","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73024521","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Language Censuses and Monitoring as an Instrument of National Language Policy Sergey Igorevich Bogdanov, Mikhail Alexandrovich Marusenko and Natalia Mikhailovna Marusenko (2020)","authors":"I. Guseynova","doi":"10.1558/sols.17516","DOIUrl":"https://doi.org/10.1558/sols.17516","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77355529","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"English around the World: An Introduction (2nd edition) Edgar W. Schneider (2020)","authors":"Sender Dovchin, Ana Tankosić","doi":"10.1558/sols.40942","DOIUrl":"https://doi.org/10.1558/sols.40942","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74864212","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Language in Place. Stylistic Perspectives on Landscape, Place and Environment Daniela Francesca Virdis, Elisabetta Zurru and Ernestine Lahey (2021)","authors":"J. Swanenberg","doi":"10.1558/sols.15779","DOIUrl":"https://doi.org/10.1558/sols.15779","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84354968","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Visualising Multilingual Lives: More Than Words Paula Kalaja and Silvia Melo-Pfeifer (eds) (2019)","authors":"Peter K. W. Tan","doi":"10.1558/sols.15547","DOIUrl":"https://doi.org/10.1558/sols.15547","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81522950","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Language, Identity and Contemporary Society (2nd edition) Rajesh Kumar and Om Prakash (eds) (2019)","authors":"Genevoix Nana","doi":"10.1558/sols.37221","DOIUrl":"https://doi.org/10.1558/sols.37221","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"91271494","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Idiomatic Mastery in a First and Second Language Monica Karlsson (2019)","authors":"Daniel Martín-González","doi":"10.1558/sols.15013","DOIUrl":"https://doi.org/10.1558/sols.15013","url":null,"abstract":"","PeriodicalId":43912,"journal":{"name":"Sociolinguistic Studies","volume":null,"pages":null},"PeriodicalIF":0.8,"publicationDate":"2021-07-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90201702","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：