Enablers and barriers to innovation activities in call centres

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dc.contributor.authorSmith, Marisa K.
dc.contributor.authorBall, Peter D.
dc.contributor.authorvan der Meer, Robert
dc.date.accessioned2024-04-16T13:04:04Z
dc.date.available2024-04-16T13:04:04Z
dc.date.issued2009-06-15
dc.description.abstractCall 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.en_UK
dc.identifier.citationSmith 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, Swedenen_UK
dc.identifier.urihttps://dspace.lib.cranfield.ac.uk/handle/1826/21197
dc.language.isoen_UKen_UK
dc.subjectInnovationen_UK
dc.subjectservicesen_UK
dc.subjectcall centresen_UK
dc.titleEnablers and barriers to innovation activities in call centresen_UK
dc.typeConference paperen_UK

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