Understanding how organisational characteristics of UK contact centres impact their scope for innovation

Smith, Marisa and Ball, Peter and Van Der Meer, Robert (2008) Understanding how organisational characteristics of UK contact centres impact their scope for innovation. In: 15th International Conference of the European Operations Management Association, 15-18 June 2008, University of Groningen, The Netherlands, 2008-06-15 - 2008-06-18.

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Abstract

This paper discusses understanding how organisational characteristics of UK contact centres impact their scope for innovation.