Why First-Level Call Center Technicians Need Knowledge Management Tools

Abstract

This chapter argues that first-level call center technicians are the new knowledge worker of the 21st century. As such, these technicians are ideal candidates for knowledge management tools. The objective of the chapter is to introduce these technicians to the IT community and, by way of a case study, show how decision tree-type help tools can increase technicians’ productivity. The chapter ends with recommendations for IT practitioners who are interesting in implementing these tools in their call center.