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Open Access research with a European policy impact...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by Strathclyde researchers, including by researchers from the European Policies Research Centre (EPRC).

EPRC is a leading institute in Europe for comparative research on public policy, with a particular focus on regional development policies. Spanning 30 European countries, EPRC research programmes have a strong emphasis on applied research and knowledge exchange, including the provision of policy advice to EU institutions and national and sub-national government authorities throughout Europe.

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Innovation activities in call and contact centres - an exploratory study

Smith, Marisa Kay (2009) Innovation activities in call and contact centres - an exploratory study. PhD thesis, University Of Strathclyde.

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Abstract

Call and contact centres play an important role in the global economy, employing millions of people in the USA and UK and hundreds of thousands in other parts of Europe, Africa and Asia (Russell, 2008). They are often the main point of contact for customers accessing organisations, so have a key part to play in the overall perception customers have of the entire organisation (Dean, 2002). However, the centres in developed countries are facing increased pressures from low-cost alternatives in developing countries and increasing customer demands, which results in these centres needing to enhance their competitive advantage. One method for increased competitiveness is through an increased focus on innovation; organisations that can continually renew and adapt through advances in their services, products and processes will stay ahead of the competition (Bessant, 2003). Innovation is concerned with the organisational processes and tools necessary to translate ideas into new processes, products, services or businesses (Isaksen and Tidd, 2006). Although innovation poses many risks, organisations that do not renew their products, processes or services on a continuing basis place their survival in danger (Tidd et al., 2001).