Browsing Staff publications (SAS) by Subject "Call centres, Operations management, Case studies, Customer service management"

Browsing Staff publications (SAS) by Subject "Call centres, Operations management, Case studies, Customer service management"

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  • Transforming mass production contact centres using approaches from manufacturing 
    Smith, Marisa K.; Ball, Peter D.; Bititci, Umit S.; van der Meer, Robert (MCB University PressEmerald Group Publishing, 2010-12-31)
    PurposeThe purpose of this paper is to identify theories from manufacturing which can be applied to alleviate current issues within contact centre organisations. As contact centres currently adopt a mass production ...

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