This report discusses issues of concern with existing call centres and proposes a vision for the future of the call centre in terms of the main issues that need to be addressed and the research perspective that needs to be adopted. The existing issues were identified during a workshop held at...

Financial markets have grown in size and significance for the world economy over the last thirty years and at the same time, their structure has changed substantially primarily due to the use of information and communication technologies in areas such as algorithmic trading and connectivity...