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Knowledge management in call centers

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Call centers, or their contemporary successors contact centers, are the preferred and prevalent way for many companies to communicate with their customers, but perhaps the greatest challenge of running a call center, is to ensure that customers are provided with the right information in a timely fashion. Knowledge management has a number of practical tools and strategies to meet this challenge but to leverage the potential of these tools organizations must understand how to implement knowledge management especially in their call center department. This research focuses on five main roles of knowledge while knowledge management is achieved by identifying and managing these roles efficiently in an organization. These roles are knowledge acquisition, utilization, adaptation, dissemination and generation. The primary data comprised by interviews with managers of call center department of two largest car makers in Iran. Using case study approach, this research try to describe and illustrate how participating companies are managing their organizational knowledge in their call centers, which items are supported under their supervision and which items have not been covered.

Author: Rasooli, Pooya

Source: Luleå University of Technology

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