"It's Easier to Ask Someone I Know": Call Center Technicians' Adoption of Knowledge Management Tools

Topics:
Knowledge Management,
Strategic Management Tools
Tags:
Business Intelligence,
Data Management,
Enterprise Software,
Knowledge,
Knowledge Management,
Management,
Software,
Strategy
Source:
Thomson Gale

Vendor Registration: required

Overview: This paper traces the early implementation phase of a set of knowledge management tools in four customer call support centers within a multinational corporation. Through a case study analysis, this paper addresses two fundamental issues. First, the paper investigates how the organization keeps a new type of knowledge worker - the relatively unskilled, low-paid customer call support technicians who staff the phones at centers around the United States - current with the latest information on those products they support. Second, data from the case study suggest specific innovation factors that discourage technicians from adopting the knowledge tools.

(Is this item miscategorized? Does it need more tags? Let us know.)

Format: HTML | Date: Apr 2004

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