Enablers and barriers to innovation activities in call centres

Smith, Marisa K. and Ball, Peter D. and van der Meer, Robert (2009) Enablers and barriers to innovation activities in call centres. In: 16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden., 2009-06-14 - 2009-06-17.

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    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.