Purpose – The aim of this paper is to investigate whether technological developments can be used in call centre environments to build trust and hence lasting customer relationships beyond the usual focus on efficiency gains through automation. Design/methodology/approach – Draws upon depth...

This book is an assemblage of knowledge presently available about Black advancement, from an assessment of the difficulties which continue to beset rapid and satisfactory advancement, through the steps needed to achieve advancement, to some plans for the future; culmination in a description of...