'Call' Centres to 'Contact' Centres: Shifting Paradigms of Customer Service Systems and Research

PARIKH, Vishal (2016). 'Call' Centres to 'Contact' Centres: Shifting Paradigms of Customer Service Systems and Research. In: RESER 2016 : the 25th Annual RESER Conference proceedings. European Association for Research on Services.

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Abstract

This paper explores and compares the existing paradigm of 'call centres' as simplistic service functions underpinned by Taylorism with, the emer-gence of 'contact centres' as complex customer service systems. Such emergence has been briefly highlighted in the literature however, with little attention to the additional complexity and challenges on service design and delivery as a result of this shift. Through examination of literature and in-depth conversations with practitioners, the research has found that there is a further scope of exploration of contact centres beyond service delivery channels. Organisations have to re-consider service design and its implications on service management through fresh perspectives.

Item Type:	Book Section
Research Institute, Centre or Group - Does NOT include content added after October 2018:	Cultural Communication and Computing Research Institute > Communication and Computing Research Centre
Departments - Does NOT include content added after October 2018:	Faculty of Science, Technology and Arts > Department of Computing
Depositing User:	Vishal Parikh
Date Deposited:	19 Oct 2016 11:08
Last Modified:	18 Mar 2021 00:25
URI:	https://shura.shu.ac.uk/id/eprint/13717

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