Citation:
Smith MK, Ball PD, van der Meer R. (2009) Enablers and barriers to innovation activities in call centres. Event16th International Conference of the European Operations Management Association, 14-17 June 2009, Göteborg, Sweden
Abstract:
Call centres have an operating model that aim to reduce costs - this has led to both
customers and employees having issues with the current model. This has led to the view
that contact centres are not entities in which innovation would occur. This paper
identifies the barriers and enablers to innovation activities within call centres and
discusses the implications of these to the wider service context.