Introduction / Mohan Thite and Bob Russell -- An overview of the Indian contact centre industry / Catriona Wallace -- Human resource management in Indian call centres/business process outsourcing / Mohan Thite and Bob Russell -- Work processes and emerging problems in Indian call centres / Pawan Bud...

Educators have begun developing courses and curricula to help managers cultivate an evidence-based mindset and acquire relevant knowledge and skills. This chapter describes what three evidence-based management (EBMgt) educators have learned in the process of creating relevant courses and curricula. ...