Enablers and barriers to innovation activities in call centres

Research output: Contribution to conferencePaper

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.
Original languageEnglish
Publication statusPublished - 15 Jun 2009
Event16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden. - Göteborg, Sweden
Duration: 14 Jun 200917 Jun 2009

Conference

Conference16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden.
CountrySweden
CityGöteborg
Period14/06/0917/06/09

Keywords

  • call centres
  • innovation management
  • innovation activities
  • operations

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  • Cite this

    Smith, M. K., Ball, P. D., & van der Meer, R. (2009). Enablers and barriers to innovation activities in call centres. Paper presented at 16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden., Göteborg, Sweden.