Posts tagged: call centres

New Article: Does economic upgrading lead to social upgrading in contact centers? Evidence from South Africa.

15 April 2019 0

Mark Graham and I have just published a new article in the African Geographical Review. The article’s main argument is that economic upgrading in the South African BPO industry can lead to both social upgrading and downgrading among contact centre agents. Anwar, M. A. and Graham, M. (2019) Does economic upgrading lead to social upgrading… Read More: New Article: Does economic upgrading lead to social upgrading in… »

Growing the Kenyan Business Process Outsourcing Sector (new publication)

19 January 2016 0

A new publication of ours in now out in The African Technopolitan. Graham, M., Mann, L., Friederici, N. and Waema, T. 2016. Growing the Kenyan Business Process Outsourcing Sector, The African Technopolitan. 5 93-95 The short piece is based on our longer report on the Internet and Business Process Outsourcing in East Africa. It offers a summary… Read More: Growing the Kenyan Business Process Outsourcing Sector (new publication) »

New paper: “The Domestic Turn: Business Processing Outsourcing and the Growing Automation of Kenyan Organisations”

10 May 2015 0

I’m happy to announce a new paper to come out of our previous project studying Development and Broadband Internet Access in East Africa. The project was a collaboration between myself, Tim Waema, Laura Mann, and Chris Foster and aimed to look at the role that changing connectivity in East Africa was having on three sectors of… Read More: New paper: “The Domestic Turn: Business Processing Outsourcing and the… »