A Call for Change in the Call Center

A Call for Change in the Call Center

Debbie Richards (Macquarie University, Australia)
Copyright: © 2008 |Pages: 12
DOI: 10.4018/joeuc.2008010105
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Abstract

Knowledge management is concerned with assisting the decision and problem solving process. In domains such as the call center, effective trouble shooting requires the (re)use of knowledge about problem classes, the range of solutions and the link between certain problems and solutions. Despite the existence of many knowledge management tools, knowledge is scattered across disparate sources and often requires implicit “know-how” to be utilized effectively. Acquiring, accessing, maintaining, sharing, reconciling, and reusing knowledge in its various forms are particular challenges in the call center domain where the knowledge needed is complex and constantly changing, which is made worse by short-term knowledge workers. The approach suggested allows knowledge, in the form of rules, to be incrementally acquired as the problem arises, in the form of cases, as part of the daily routine. Using the approach, knowledge workers are able to collaboratively and incrementally capture and maintain the heuristics they use daily for troubleshooting.

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