Knowledge management for call centres (06 Feb 2002)
Perhaps the greatest challenge of running a call centre, however, is ensuring that customers are provided with the right information in a timely fashion.
Knowledge management (KM) has a number of practical tools and strategies for meeting this challenge, and call centre managers have much to gain by exploring KM principles.
Article URL: http://www.steptwo.com.au/papers/kmc_callcentre/index.html
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