This Dissertation Explores The Implementation Of CRM Systems Within Call Centres In The UK And Well-Being Of Employees. This dissertation aims to examine how customer relationship management (CRM) systems are implemented within the business-to-consumer (B2C) retail sector in the UK. The study challenges the image of call centres with the utilisation of a case study within a retail setting. The focus is placed on the strategic implementation of CRM applications and to explore how such systems are used to support customer relationships. Current CRM systems are dominated by operational applications such as call centres. Call centres are growing at exceptional rates, yet little is known about employee well being and customer satisfaction. Therefore this study aims to determine the factors which affect the well being of employees working in a call centre environment. The analysis suggests issues involving the structure of the organisation and its approach to staff issues such as their wel
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