An ample repertoire of leadership behaviors available to the manager is expected to guarantee his/her effectiveness transcending situations, but research in the call-center context has identified a specific form of effective supervision: people-oriented leadership. The purpose of this paper is...

"This forward-thinking book explores global leadership and the complexities inherent in its practice. Conceptual knowledge, learning tools and reflective exercises stimulate the reader to delve into self-development and to recognize how to develop competencies that lead to global collaboration....