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Title: Professional discourse analysis: Specific language features in telephone communication breakdown
Authors: Dr. WAN Yau Ni, Jenny 
Issue Date: 10-Apr-2015
Source: In Proceedings of First International Conference on Linguistics and Language Studies, ICLLS 2015 (p. 164-179).
Conference: First International Conference on Linguistics and Language Studies 
Abstract: In call centre communication, the only channel of communication between Customer Service Representative (CSR) and customer is the telephonic conversation. However, little attention has been focused on linguistics analyses of authentic complaint calls or calls with "communication breakdown"...
Type: Conference Paper
Appears in Collections:English Language & Literature - Publication

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