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| Author: | Koh, S. C. L. (et al.) |
| Title: | The application of knowledge management in call centres |
| Journal: | Journal of Knowledge Management
2005 : VOL. 9:4, p. 56-69 |
| Index terms: | knowledge management call centres customers service management |
| Language: | eng |
| Abstract: | The purpose of this article is to analyse the need for knowledge management in a call centre for improving quality of customer services. Findings show that knowledge management could be achieved by effectively managing the 5 roles of knowledge (acquisition, utilisation, adaptation, distribution and generation). |
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