According to John Wilson in The Call Center Training Book (2008), these centers
employ "in some regions as much as 4 percent of the population" (p. 5). As defined by
Wilson, call centers are "systematically organized facilities that enable distant
communications between the organization and the customer/client" (p. 7). According to
Brad Cleveland (2009), the head of the International Customer Management Institute, the
"call center has evolved into an umbrella term that can refer to sales and service centers,
technical support functions, information lines, emergency hotlines, and other types of
environments" (p. 10). This study involved a synthesis of three global facets relevant to
multinational service industry and contact center management: research encompassing
self-leadership theory, cross-cultural study, and the applications of leadership in a
globalized context.