Transforming mass production contact centres using approaches from manufacturing

Marisa K Smith, Peter D Ball, Umit Sezer Bititci, Robert B van der Meer

    Research output: Contribution to journalArticle

    1 Citation (Scopus)
    Original languageEnglish
    Pages (from-to)433 - 448
    Number of pages16
    JournalJournal of Manufacturing Technology Management
    Volume21
    Issue number4
    DOIs
    Publication statusPublished - 2010

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