Enablers and barriers to innovation activities in call centres

Marisa K. Smith; Peter D. Ball; Robert van der Meer

Enablers and barriers to innovation activities in call centres

Marisa K. Smith, Peter D. Ball, Robert van der Meer

Research output: Contribution to conference › Paper › peer-review

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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.

Original language	English
Publication status	Published - 15 Jun 2009
Event	16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden. - Göteborg, Sweden Duration: 14 Jun 2009 → 17 Jun 2009

Conference

Conference	16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden.
Country/Territory	Sweden
City	Göteborg
Period	14/06/09 → 17/06/09

Keywords

call centres
innovation management
innovation activities
operations

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

Smith-etal-EUROMA-2009-Enablers-and-barriers-to-innovation-activities-in-call-centresAccepted author manuscript, 124 KB

Cite this

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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. ",

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

Research output: Contribution to conference › Paper › peer-review

TY - CONF

T1 - Enablers and barriers to innovation activities in call centres

AU - Smith, Marisa K.

AU - Ball, Peter D.

AU - van der Meer, Robert

PY - 2009/6/15

Y1 - 2009/6/15

N2 - 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.

AB - 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.

KW - call centres

KW - innovation management

KW - innovation activities

KW - operations

M3 - Paper

T2 - 16th International Conference of the European Operations Management Association, 14-17 June 2009, Chalmers University of Technology, Göteborg, Sweden.

Y2 - 14 June 2009 through 17 June 2009

ER -

Enablers and barriers to innovation activities in call centres

Abstract

Conference

Keywords

UN SDGs

Access to Document

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Cite this