Past, present and future of contact centers: a literature review

2017 ◽  
Vol 23 (3) ◽  
pp. 574-597 ◽  
Author(s):  
Morteza Saberi ◽  
Omar Khadeer Hussain ◽  
Elizabeth Chang
Keyword(s):  
Public Relations ◽  
Information And Communication Technologies ◽  
Current Literature ◽  
Critical Evaluation ◽  
Customer Relationship ◽  
Future Research ◽  
Content Type ◽  
Comprehensive Survey ◽  
Information And Communication ◽  
Contact Centers

Purpose Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age. Design/methodology/approach The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed. Findings With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs. Originality/value As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.

Understanding the gendered nature of developing country MSMEs’ access, adoption and use of information and communication technologies for development (ICT4D)

2020 ◽  
Vol 12 (3) ◽  
pp. 273-295
Author(s):  
Elisa Mohanty ◽  
Anindya Jayanta Mishra
Keyword(s):  
Information And Communication Technologies ◽  
Small And Medium Enterprises ◽  
Communication Technologies ◽  
Dark Side ◽  
Future Research ◽  
Power Dynamics ◽  
Content Type ◽  
Time Period ◽  
Information And Communication ◽  
Medium Enterprises

Purpose The widespread use of information and communication technologies (ICTs) has had a significant effect on various groups and communities of people including micro, small and medium enterprises (MSMEs) and their owners/managers. The current study aims to analyze recent literature regarding adoption of ICTs by MSMEs. Further, it tries to locate gender within this broader context of diffusion of ICTs among MSMEs. Design/methodology/approach Using the thematic analysis approach, the research articles pertaining to six leading journals on ICTs, gender and entrepreneurship published during the time period from 2011 to 2019 are reviewed. Findings The literature selected for the study has been discussed under two primary categories, viz. “adoption of information and communication technologies for development (ICT4D) for business purposes” and “insights on gender in ICT4D use by MSMEs.” Research limitations/implications The context-dependent nature of ICT use can enable future entrepreneurs to assess the scope of specific ICTs in given areas of operation. The gendered nature of ICTs helps to evaluate as well as question the empowerment potential of ICTs. The study emphasizes the need to account for historical specificities and transnational linkages in understanding access, adoption and use of ICT4D by women MSME entrepreneurs. Originality/value The study bridges together literature on ICT4D use by MSMEs and the role of gender in ICT-mediated entrepreneurial environments. While unraveling the interplay of power dynamics in such environments, the scope for future research in terms of tapping into the content of information exchanges and exploring the implications of “dark side of internet” for women MSME entrepreneurs is also indicated.

Logistics practices in healthcare organizations in Bogota

2018 ◽  
Vol 31 (3) ◽  
pp. 519-533 ◽  
Author(s):  
Nubia Velasco ◽  
Juan-Pablo Moreno ◽  
Claudia Rebolledo
Keyword(s):  
Information And Communication Technologies ◽  
Inventory Management ◽  
Case Study Research ◽  
Communication Technologies ◽  
Public Hospitals ◽  
Future Research ◽  
Healthcare Organizations ◽  
Content Type ◽  
Information And Communication ◽  
Cross Case Analysis

Purpose The purpose of this paper is to explore the current state of logistics practices in healthcare organizations in Bogota, Colombia. Design/methodology/approach The assessment is based on case study research using open interviews, focused interviews, a questionnaire and direct observations as sources of evidence. Seven Colombian health care settings are analyzed: four public hospitals and three private clinics. Cross-case analysis allows the identification of patterns regarding supply management, inventory management, replenishment and use of information and communication technologies. Findings Manual procedures, poor planning, little recognition from top management and a lack of specialized personnel characterize the current situation. Innovative practices with a potential to improve the efficacy of logistics activities are rare, particularly in public hospitals. Research avenues Future research could replicate this study in other Colombian cities, in order to generalize the results to the whole country. It could also be interesting to document successful and less successful implementations of innovative logistics practices in Colombian hospitals to guide and promote their adoption. Research limitations/implications The small number of cases considered, and the fact that the research is concentrated in one city, limits the generalizability of the results. Originality/value To the best of the authors’ knowledge, this research is the first to explore the state of healthcare logistics practices in Colombia.

scholarly journals The disruptive impact of future advanced ICTs on maritime transport: a systematic review

2018 ◽  
Vol 25 (2) ◽  
pp. 157-175
Author(s):  
Carmen Bălan
Keyword(s):  
Systematic Review ◽  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Future Research ◽  
Maritime Transport ◽  
Content Type ◽  
Future Research Agenda ◽  
Analysis And Synthesis ◽  
Information And Communication ◽  
Review Question

Purpose This systematic literature review focuses on the following future advanced information and communication technologies (ICTs) applied in the maritime transport of cargo: Internet of Things (IoT), big data, cloud computing and autonomous ships/vessels (including unmanned ships/vessels). The review question is: “RQ: In what context and by means of what mechanism does the implementation of future advanced ICTs have disruptive impact on maritime transport?”. Design/methodology/approach The paper complies with the methodological requirements of systematic reviews. The information analysis and synthesis are based on the CIMO logic, referring to the context (C), intervention (I), mechanism (M) and outcome (O) of the implementation of future advanced ICTs in maritime transport. Findings The review identifies the contextual factors and components of the mechanism that lead to the disruptive impact of different types of future advanced ICT interventions on maritime transport. Research limitations/implications The review approaches only the most important future advanced ICTs that will disrupt maritime transport. Practical implications The maritime transport organizations should consider: intended outcome as intervention trigger; increased efficiency and responsiveness; benchmarking. Originality/value For the first time, the CIMO logic is applied in a systematic review focused on future advanced ICTs in maritime transport. The CIMO-DMT model is elaborated as a basis for further research. Ten directions of study are recommended in a future research agenda.

scholarly journals Leveraging inter-tourists interactions via chatbots to bridge academia, tourism industries and future societies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Davide Calvaresi ◽  
Ahmed Ibrahim ◽  
Jean-Paul Calbimonte ◽  
Emmanuel Fragniere ◽  
Roland Schegg ◽  
...  
Keyword(s):  
Information And Communication Technologies ◽  
Service Providers ◽  
Tourism Industry ◽  
Future Research ◽  
Proof Of Concept ◽  
Content Type ◽  
Tourism Sector ◽  
Information And Communication ◽  
Tourism And Hospitality ◽  
Multi Stakeholder

PurposeThe tourism and hospitality sectors are experiencing radical innovation boosted by the advancements in Information and Communication Technologies. Increasingly sophisticated chatbots are introducing novel approaches, re-shaping the dynamics among tourists and service providers, and fostering a remarkable behavioral change in the overall sector. Therefore, the objective of this paper is two-folded: (1) to highlight the academic and industrial standing points with respect to the current chatbots designed/deployed in the tourism sector and (2) to develop a proof-of-concept embodying the most prominent opportunities in the tourism sector.Design/methodology/approachThis work elaborates on the outcomes of a Systematic Literature Review (SLR) and a Focus Group (FG) composed of experts from the tourism industry. Moreover, it presents a proof-of-concept relying on the outcomes obtained from both SLR and FG. Eventually, the proof-of-concept has been tested with experts and practitioners of the tourism sector.FindingsAmong the findings elicited by this paper, we can mention the quick evolution of chatbot-based solutions, the need for continuous investments, upskilling, system innovation to tackle the eTourism challenges and the shift toward new dimensions (i.e. tourist-to-tourist-to-chatbot and personalized multi-stakeholder systems). In particular, we focus on the need for chatbot-based activity and thematic aggregation for next-generation tourists and service providers.Originality/valueBoth academic- and industrial-centered findings have been structured and discussed to foster the practitioners' future research. Moreover, the proof-of-concept presented in the paper is the first of its kind, which raised considerable interest from both technical and business-planning perspectives.

Analysis of e‐inclusion projects in Russia, Austria and Switzerland

2010 ◽  
Vol 7 (2) ◽  
pp. 72-84 ◽  
Author(s):  
Björn Niehaves ◽  
Ralf Plattfaut ◽  
Elena Gorbacheva ◽  
Peter H. Vages
Keyword(s):  
Digital Divide ◽  
Information And Communication Technologies ◽  
Communication Technologies ◽  
Decision Makers ◽  
Future Research ◽  
Content Type ◽  
Age Related ◽  
Information And Communication ◽  
Practical Implications ◽  
Selection Of

PurposeThe issue of digital divide is widely discussed in research as well as in practice. Today, especially senior citizens are excluded from the merits of using information and communication technologies (ICT). This paper aims to study municipal projects for an inclusive information society in Russia, Austria, and Switzerland.Design/methodology/approachIn this paper 50 cities are selected from each country studied based on three variables. In each city, all age‐related e‐inclusion projects are analyzed to find commonalities and varieties.FindingsResults show that in all countries the projects share several commonalities. However, project ideas are not shared internationally.Research limitations/implicationsThe research is limited by the selection of countries and cities. Future research should compare the results of other countries.Practical implicationsDecision makers in municipalities should look for successful e‐inclusion projects in other areas, not only nationally but also internationally.Originality/valueThis paper presents a first comparative analysis of e‐inclusion projects in several European countries.

Creativity, innovation and smartness in destination branding

2019 ◽  
Vol 5 (4) ◽  
pp. 529-543 ◽  
Author(s):  
Lino Trinchini ◽  
Natalia Andreevna Kolodii ◽  
Natalia Aleksandrovna Goncharova ◽  
Rodolfo Baggio
Keyword(s):  
Information And Communication Technologies ◽  
Smart Cities ◽  
Future Research ◽  
Destination Branding ◽  
Content Type ◽  
People Participation ◽  
Branding Strategies ◽  
Innovation And Technology ◽  
Information And Communication ◽  
Creativity And Innovation

Purpose The purpose of this paper is to examine the role of creativity and innovation as important attributes of smartness in cities/destination branding. Design/methodology/approach A conceptual support to the notion of smart destination branding is provided by discussing the relationship between creativity, innovation and technology as determinants for the smartness concept applied to destination branding and marketing. This paper adopts a qualitative and logical-deductive approach. The cases of Milan (Italy) and Tomsk (Russia) are presented and compared as smart cities approach to branding within and outside Europe. The authors emphasise the importance of smart destination branding strategies based on people participation, creativity and innovation as drivers of smart urban development. Findings The endogenous ability of cities/destinations to embrace creativity across stakeholders is essential to smart branding strategies relying on advanced information and communication technologies. The entwined connection between smart cities/destinations creative initiatives and innovation underpins innovative branding strategies. Research limitations/implications The paper is conceptual and the findings cannot be generalised to other destinations, even if a couple of examples are briefly discussed. The authors intend to provide a basis for future research concerning smart destination branding. Originality/value The technological, human and institutional dimensions of smart cities and smart tourism destinations have been increasingly addressed by scholars and practitioners. Despite the reference and attention to human factors is not new, there is still a lack of extensive focus on creativity as crucial driver of innovation in smart destination branding. This paper aims to fill such gap by focussing on the implications of urban smartness driven by creativity and innovation in destination branding and marketing.

scholarly journals Interconnected business models: present debates and future agenda

2020 ◽  
Vol 35 (6) ◽  
pp. 1051-1067
Author(s):  
Milan Jocevski ◽  
Niklas Arvidsson ◽  
Antonio Ghezzi
Keyword(s):  
Information And Communication Technologies ◽  
Business Models ◽  
Communication Technologies ◽  
Current Understanding ◽  
Bibliographic Databases ◽  
Future Research ◽  
Content Type ◽  
Information And Communication ◽  
Core Components ◽  
Emergent Literature

Purpose The purpose of this study is to provide a review of the emergent literature to advance the current understanding of the business model (BM) concept in a context in which more than one actor is actively involved in the development and delivery of a joint offer based on information and communication technologies. Design/methodology/approach The paper uses a systematic literature review approach. The review is based on 25 systematically selected publications published from 2000 to 2018 and retrieved from bibliographic databases and through a process of snowballing. Findings The authors found several alternative conceptualizations of a BM at a network level, which highlighted different elements as core components. Based on this, authors’ findings suggest the literature has a fragmented view of what the BM concept entails at a network level, and of which actors are relevant. Conversely, there is a consensus that a single-firm view is inadequate for describing and studying joint value architectures because of its inability to consider all involved actors and their activities and resources. Therefore, a network-oriented view, as a relational aggregator, is seen as a possible way forward. Originality/value The study contributes to the current understanding of a BM concept at a network level and suggests three viewpoints from which to interpret value architectures at different levels of analysis: single-firm view, dyadic-level view and network-oriented view. Furthermore, the authors highlight several gaps to be studied and provide avenues for future research opportunities for scholars.

scholarly journals Axes of relationship value between manufacturers and retailers

2018 ◽  
Vol 56 (8) ◽  
pp. 1716-1733 ◽  
Author(s):  
Alfonso Ruiz-Martinez ◽  
Irene Gil-Saura ◽  
Marta Frasquet
Keyword(s):  
Information And Communication Technologies ◽  
Value Creation ◽  
Unobserved Heterogeneity ◽  
Communication Technologies ◽  
Main Element ◽  
Future Research ◽  
Content Type ◽  
Sales Personnel ◽  
Relationship Value ◽  
Information And Communication

Purpose The purpose of this paper is to define the relationship strategy of manufacturers with their retail customers through the identification of axes for the creation of relationship value. Design/methodology/approach A survey was carried out and 219 valid questionnaires were completed and returned by the purchasing managers of retail companies in the furniture sector. The model was estimated using the partial least squares approach. Findings The results revealed three axes of value creation: the core axis, the information and communication technologies (ICTs) axis, and the access axis. These axes included the benefits and costs related to the product and the service provided, the ICTs of the manufacturing project, and the relationships with the sales personnel. Research limitations/implications Due to the size of the sample, the authors were unable to analyse the potential unobserved heterogeneity of the sample. The authors would suggest that this aspect should be analysed in future research in order to attempt to segment clients. Practical implications Seller support is the main element of value creation. The importance of the efforts made by management to strengthen the capacities of the field force may be highlighted. Originality/value The main contribution of this study has been to increase the level of abstraction of the study of relationship value through the identification and modelling of its axes of creation for the under-researched retailers-suppliers relationship.

scholarly journals Outsourcing contact centers: internal branding challenges and consequences

2019 ◽  
Vol 34 (5) ◽  
pp. 921-930 ◽  
Author(s):  
Rose Du Preez ◽  
Michael Bendixen
Keyword(s):  
Brand Management ◽  
Phenomenological Study ◽  
Emerging Market ◽  
Unintended Consequences ◽  
Customer Relationship ◽  
Future Research ◽  
Potential Cost ◽  
Content Type ◽  
Contact Centers ◽  
Outsourcing Decision

Purpose The purpose of this paper is to develop a deeper understanding of the philosophy adopted by organizations in making the decision to outsource contact centers or not. Design/methodology/approach A phenomenological study was used to develop an understanding of industry participants’ experience of the outsourcing of contact centers in South Africa. Ten in-depth interviews were conducted. Content analysis identified key thoughts and common themes. This was used to develop a model for outsourcing. Findings Evidence was found to support three propositions developed from the literature regarding the reasons for and the unintended consequences of outsourcing. A model was developed to illustrate how costs can be reduced by outsourcing under different conditions of “headcount constraints” and “failure costs” of customer relationship management. Research limitations/implications The study was conducted in a single emerging market. Future research should confirm the validity of this model in other markets. Practical implications Outsourcing contact centers can lead to a loss of control over CRM and internal brand management. This can be avoided by paying considerable attention to the governance of the contract. There are two key messages for managers: to resist the short-term attraction of potential cost savings and marketing must play an active role in the outsourcing decision. Originality/value New knowledge is provided about the philosophy adopted by organizations when outsourcing contact centers. A model is presented to guide managers in the outsourcing decision-making process.

scholarly journals Is the medium the message?

2018 ◽  
Vol 26 (1) ◽  
pp. 2-12 ◽  
Author(s):  
Sumit Lodhia
Keyword(s):  
Information And Communication Technologies ◽  
Critical Role ◽  
Sustainability Reporting ◽  
Vital Role ◽  
Communication Media ◽  
Future Research ◽  
Communication Medium ◽  
Content Type ◽  
Information And Communication ◽  
Approaches To Study

Purpose This paper aims to consider the vital role that the medium for communication plays in the sustainability reporting process and provides an agenda for advancing research in this area. Design/methodology/approach This is a theoretical paper that draws upon previous literature to highlight that the newer communication media extends the capabilities of traditional media and provides insights into future research directions. Research limitations/implications This paper highlights that communication medium has a critical role in sustainability reporting and changes the dynamics of such reporting, leading to a change in the research approaches to study this phenomenon. Practical implications The paper has implications for practitioners in relation to the use of various communication media for sustainability reporting. Social implications The paper highlights that modern information and communication technologies transform reporting into communication, thereby providing potential for enhancing the engagement of stakeholders with a corporation. Originality/value This paper suggests that the role of the communication medium is integral to the communication of sustainability issues to stakeholders and that future research needs to justify the choice of the medium used for sustainability reporting studies.

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