Abstract
Following the trajectory of a calling script, Woydack offers a new look at and an analysis of the challenges that middle management, the managers in the call center and their team leaders face when they conduct monitoring and train agents in using a script. The innovative methodological framework of institutional transpositional ethnography reveals complexities of the corporate hierarchy and the diverse subjectivities within the company. Woydack explores the expectations team leaders hold for adjusting scripts to the interactive situation of calling and reveals the transpositions these leaders offer to enhance the efficacy of a calling script in practice.
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Woydack, J. (2019). The Second Stage in the Script’s Career: Adaptation of the Master Script. In: Linguistic Ethnography of a Multilingual Call Center. Communicating in Professions and Organizations. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-93323-8_4
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DOI: https://doi.org/10.1007/978-3-319-93323-8_4
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