CALL' CENTRES TO 'CONTACT' CENTRES: SHIFTING PARADIGMS OF CUSTOMER SERVICE SYSTEMS AND RESEARCH

被引：0

作者：

Parikh, Vishal ^{[1
]}

机构：

[1] Sheffield Hallam Univ, Dept Comp, Fac Arts Comp Engn & Sci, City Campus, Sheffield S1 1WB, S Yorkshire, England

来源：

WHAT'S AHEAD IN SERVICE RESEARCH?: NEW PERSPECTIVES FOR BUSINESS AND SOCIETY | 2016年

关键词：

BUSINESS; SUPPORT; WORK; PERFORMANCE; TAYLORISM; QUALITY;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This paper explores and compares the existing paradigm of 'call centres' as simplistic service functions underpinned by Taylorism with, the emergence 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.

引用

页码：1 / 19

页数：19

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