全部 标题 作者
关键词 摘要

OALib Journal期刊
ISSN: 2333-9721
费用:99美元

查看量下载量

相关文章

更多...
-  2018 

Critical timing of actions for transferring 911 calls in a wireless call center

DOI: 10.1177/1461445618756182

Keywords: Action,conversation analysis,emergency service,overall structural organization,pivotal sequence,talk-in-interaction

Full-Text   Cite this paper   Add to My Lib

Abstract:

The analysis in this article considers how dispatchers in a 911 wireless call center direct callers’ orientations from one possible trajectory of action (e.g. moving to close) to keeping the caller engaged and prepared to speak with a second dispatcher. We describe how dispatchers deploy two distinct actions, a directing action and an informing action, timed at a precise moment to execute successful transfers. The analysis presents largely unexplored features of the call transfer environment, including dispatchers’ management of callers’ expectations and how the transfer phase contributes to a reshaping of the overall structural organization of a 911 call

Full-Text

Contact Us

service@oalib.com

QQ:3279437679

WhatsApp +8615387084133