Why first-level call center technicians need knowledge management tools

Joe Downing

doi:10.4018/978-1-59904-630-3.ch004

Why first-level call center technicians need knowledge management tools

Joe Downing

Penn State York

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

This chapter argues that first-level call center technicians are the new knowledge workers of the 21^st 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 centers.

Original language	English (US)
Title of host publication	Strategic Knowledge Management in Multinational Organizations
Publisher	IGI Global
Pages	53-62
Number of pages	10
ISBN (Print)	9781599046303
DOIs	https://doi.org/10.4018/978-1-59904-630-3.ch004
State	Published - 2007

All Science Journal Classification (ASJC) codes

General Business, Management and Accounting
General Social Sciences

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10.4018/978-1-59904-630-3.ch004

Cite this

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Why first-level call center technicians need knowledge management tools

Abstract

All Science Journal Classification (ASJC) codes

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