A Knowledge Infrastructure Hierarchy Model for Call Centre Processes

Topics:
Knowledge Management
Tags:
Call Centre,
Knowledge,
Knowledge Infrastructure,
Management,
Queensland University Of Technology,
Strategy
Source:
Queensland University of Technology

FREE Registration is required

Overview: This paper explores a process view of call centres and the knowledge infrastructures that support these processes. As Call centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. The paper suggests a knowledge-based hierarchy of 'Advice-type' call centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call centre knowledge infrastructures.

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

Format: PDF | Size: 124KB | Date: Jun 2004 | Pages: 9

People who downloaded this item also downloaded

White Paper Best Practices in the Call Center: A Customer Touch-Point Methodology
White Paper Call Center Outsourcing: Coordinating Staffing Level And Service Quality
White Paper Call Centres / Business Processing Outsourcing (BPOs) Second Paper
White Paper Project Manager Vs. Project Leader
White Paper Human Resource Management and Performance in UK Call Centres

Top results from Knowledge Management

White Paper IBM WebSphere Portal for z/OS taps into System z, Web 2.0: Executive update
White Paper Surviving and Thriving in the Customer-Driven Age
White Paper Choosing a Standard for BI and Reporting: Simplify the IT Environment Reduce Your TCO Increase Your ROI.
White Paper Google Apps 2nd Wind ROI Case Study
White Paper Adaptive ServerŪ Enterprise (ASE) Cluster Edition: Higher Application Service Levels at a Lower Cost

» View all Knowledge Management listings

advertisement
advertisement
  • Click Here
  • Click Here
  • Click Here
advertisement

Returning users: Log In Here!

Already registered on BNET, TechRepublic, or ZDNet? Simply log in.

Free Membership: Sign Up Now!

Sign up for a free membership today and get instant and unlimited access to one of the largest databases of white papers, webcasts, and casestudies anywhere. Your FREE membership allows you to:

  • Download an unlimited amount of content, including classic and current white papers, case studies, webcasts and more
  • Track content on your chosen topics of interest
  • Receive targeted email alerts when your favorite content is added
  • Save content for future reading
  • Receive our member newsletter

When you register to access this directory, you become a member of BNET. In addition, you allow us to share your information with companies that produce products or services featured in the library--so that such companies may contact you with information and offers regarding their products and services. This enables us to keep the library a free service. As a directory registrant, you will receive a complimentary subscription to the BNET member newsletter, The BNET Report. You can unsubscribe from this newsletter at any time. By clicking the Sign up button, you indicate that you agree to our Terms and Conditions and have read and understand our Privacy Policy (updated).