A Call for Change in the Call Center

Debbie Richards

doi:10.4018/joeuc.2008010105

Special Offers
- IGI Global’s New Emerging Topic e-Book Collections
  Acquire highly focused and affordable Cutting-Edge Peer-Reviewed Research Content through a selection of 17 topic-focused e-Book Collections discounted up to 90%, compared to list prices. Collection topics include Artificial Intelligence, Data Science, Language Learning, Marketing and Customer Relations, Sustainability, and many more. Hosted on the InfoSci^® platform, these collections feature no DRM, no additional cost for multi-user licensing, no embargo of content, full-text PDF & HTML format, and more.
  Learn More
- Open Access Book (Free Access) - Encyclopedia of Information Science and Technology, Sixth Edition (ISBN: 9781668473665)
  The Encyclopedia of Information Science and Technology, Sixth Edition) continues the legacy set forth by the first five editions by providing comprehensive coverage and up-to-date definitions of the most important issues, concepts, and trends pertaining to technological advancements and information management within a variety of settings and industries. The entire book is being published under open access.
  Read Now
- Open Access Book (Free Access) - Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries (ISBN: 9781668456293)
  Food Sustainability, Environmental Awareness, and Adaptation and Mitigation Strategies for Developing Countries provides information on the recent technology, mitigation, and environmental protection that must be applied for food sustainability in developing countries. This book is being published under Platinum Open Access through funding from Diponegoro University, Indonesia.
  Read Now
- Open Access Book (Free Access) - New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY (ISBN: 9781668438091)
  The Walmart Corporation and the Lumina Foundation have provided funding to make New Models of Higher Education: Unbundled, Rebundled, Customized, and DIY fully open access, completely removing any paywall between scholars in education and the latest research on new models for the future of higher education.
  Read Now
- Open Access Book (Free Access) - Handbook of Research on the Global View of Open Access and Scholarly Communications (ISBN: 9781799898054)
  Through a collaboration between IGI Global and the University of North Texas, the Handbook of Research on the Global View of Open Access and Scholarly Communications has been published as fully open access, completely removing any paywall between researchers of any field, and the latest research on the equitable and inclusive nature of Open Access and all of its complications.
  Read Now
Books
- - Books by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Books by Field
Journals
- - Journals
  - OnDemand Journal Articles
  - Journals by Subject
  - Business, Administration, & Management
  - Scientific, Technical, & Medical (STM)
  - Education
  - Journals by Field
e-Collections
OnDemand
Open Access
- View All Open Access Opportunities
  Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
  Find an Open Access Journal for Your Next Manuscript
  Search across all of IGI Global’s available open access publishing opportunities to unleash your research potential.
  Submit an Open Access Book Proposal
  Learn more about open access book publishing and how it can propel your research forward in the field.
  Convert Your Work to Open Access
  Already published? You can convert your work to open access to increase its impact through IGI Global’s Restrospective Open Access Program.
  Utilize Open Access Collection Database
  Open up your research potential by utilizing our open access content or integrating the open access collection into your library
  Consider Open Access Agreements
  For Libraries: consider no-cost or investment-level open access agreements with IGI Global to support your faculty's research endeavors.
  Search Funding Resources
  Looking for additional funding resources to support your open accesss endeavors? View industry resources compiled by our open access team.
  Review Open Access Policies & Ethical Guidelines
  Considering IGI Global to publish your work under open access? Review IGI Global’s open access policies and ethical guidelines
Publish with Us
Resources
- - Instructors
  - Course Adoption
  - Teaching Cases
  - K-12 Online Learning Collection
  - Authors and Editors
  - eEditorial Discovery^® System
  - Peer Review Process
  - Ethics and Malpractice
  - COPE Membership
  - Fair Use Policy
  - Open Access Publishing
  - FAQ
Catalogs
About Us

A Call for Change in the Call Center

Debbie Richards

Source Title: Journal of Organizational and End User Computing (JOEUC) 20(1)

DOI: 10.4018/joeuc.2008010105

OnDemand:

(Individual Articles)

Available

$37.50

Current Special Offers

No Current Special Offers

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.

Complete Article List

Search this Journal:

Reset

Volume 36: 1 Issue (2024)

Volume 35: 3 Issues (2023)

Volume 34: 10 Issues (2022)

Volume 33: 6 Issues (2021)

Volume 32: 4 Issues (2020)

Volume 31: 4 Issues (2019)

Volume 30: 4 Issues (2018)

Volume 29: 4 Issues (2017)

Volume 28: 4 Issues (2016)

Volume 27: 4 Issues (2015)

Volume 26: 4 Issues (2014)

Volume 25: 4 Issues (2013)

Volume 24: 4 Issues (2012)

Volume 23: 4 Issues (2011)

Volume 22: 4 Issues (2010)

Volume 21: 4 Issues (2009)

Volume 20: 4 Issues (2008)

Volume 19: 4 Issues (2007)

Volume 18: 4 Issues (2006)

Volume 17: 4 Issues (2005)

Volume 16: 4 Issues (2004)

Volume 15: 4 Issues (2003)

Volume 14: 4 Issues (2002)

Volume 13: 4 Issues (2001)

Volume 12: 4 Issues (2000)

Volume 11: 4 Issues (1999)

Volume 10: 4 Issues (1998)

Volume 9: 4 Issues (1997)

Volume 8: 4 Issues (1996)

Volume 7: 4 Issues (1995)

Volume 6: 4 Issues (1994)

Volume 5: 4 Issues (1993)

Volume 4: 4 Issues (1992)

Volume 3: 4 Issues (1991)

Volume 2: 4 Issues (1990)

Volume 1: 3 Issues (1989)

View Complete Journal Contents Listing

MLA

APA

Chicago

Export Reference

A Call for Change in the Call Center

Abstract

Complete Article List