Enablers and barriers to innovation activities in call centres
Date
2009-06-15
Supervisor/s
Journal Title
Journal ISSN
Volume Title
Publisher
Department
Type
Conference paper
ISSN
Format
Free to read from
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.
Description
Software Description
Software Language
Github
Keywords
Innovation, services, call centres