Talking Across the World

An inaugural conference held at the Asian Institute of Management from February 24 to 25, 2006, Talking across the World provided a dialogue between the academe and the IT-Enabled Services Industry to better understand the issues concerning language training. The following is a series of papers presented at the event, the second of two parts.

Creating a Global English Curriculum for the BPO Industry
By Sid Talawar

What the Board Level Is Expecting from the Call Centre Channel
By Tim Wade

Communication Skills—the Downside
By Anna Kristina Hultgren and Professor Deborah Cameron

Intercultural Communication Issues in Handling Customer Complaints at Call Centres
By Andrew Choi

Expanded Recruitment for the Call Center Industry in non-English-Speaking Contexts
By Roger Bartholomew and Robert Green