Abstract
This paper reports on a study carried out within the Centre for Service Research at Manchester Business School, examining issues of concern for existing call centre organisations and identifying innovation opportunities for the future vision of such call centres. Based on this study, a personal financial services call centre was examined and this paper reports on innovation aspects relating to business strategy, service design and evaluation that have been identified, implemented and assessed. The paper also discusses innovation opportunities identified for the future of the call centre.
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Theodoulidis, B., Strickland, S., Diaz, D. (2012). Innovation Perspectives of a Personal Financial Services Call Centre. In: Macaulay, L., Miles, I., Wilby, J., Tan, Y., Zhao, L., Theodoulidis, B. (eds) Case Studies in Service Innovation. Service Science: Research and Innovations in the Service Economy. Springer, New York, NY. https://doi.org/10.1007/978-1-4614-1972-3_21
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DOI: https://doi.org/10.1007/978-1-4614-1972-3_21
Publisher Name: Springer, New York, NY
Print ISBN: 978-1-4614-1971-6
Online ISBN: 978-1-4614-1972-3
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