Customer Relationship Management System (CRM) and Information Ethics in Call Centres - 'You are the Weakest Link. Goodbye!'

Article English OPEN
Helen Richardson; Kate Richardson;
  • Publisher: Australasian Association for Information Systems
  • Journal: Australasian Journal of Information Systems (issn: 1449-8618, eissn: 1449-8618)
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.3127/ajis.v9i2.203
  • Subject: CRM | United Kingdom | ethics | Information technology | T58.5-58.64 | Electronic computers. Computer science | QA75.5-76.95

This paper catalogues the rise and rise of call centres in the North West of England, UK and their use of CRM systems. CRM systems often imply new technologies and new ways of working. However, in this account we explore the historical development of the telegraph and w... View more
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