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Title:
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A PHENOMENOLOGICAL STUDY OF THE IMPACT OF KNOWLEDGE INTENSITY AND ENVIRONMENTAL VELOCITY ON IN-SOURCE OR HOSTED CONTACT CENTRES |
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Author(s):
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Vishal Parikh, John Walton |
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ISBN:
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978-972-8939-68-7 |
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Editors:
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Miguel Baptista Nunes, Pedro Isaías and Philip Powell |
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Year:
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2012 |
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Edition:
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Single |
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Keywords:
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Contact Centres; Outsourcing; Phenomenology; Cross-Culture |
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Type:
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Short Paper |
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First Page:
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393 |
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Last Page:
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398 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Contact centres exist in order to focus the final step of the intra organisational value chain which then delivers optimal customer satisfaction. In this paper we analyse a centre with a view to investigating the impact of outsourcing or the in-house locus of provision. Such centres exhibit agency/principal characteristics, bringing knowledge management into sharp focus, aspects of information intensity which impact on the organisational dynamics, and the learning of the employees. A phenomenological approach to determine the essence of the activities was deployed rather than a methodological initiative based post positivistic strategic analysis. The characteristics of contact centres investigated coalesce into two distinct categories; a framework to depict this is presented. |
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