Why first-level call center technicians need knowledge management tools

Research output: Chapter in Book/Report/Conference proceedingChapter


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

Original languageEnglish (US)
Title of host publicationStrategic Knowledge Management in Multinational Organizations
PublisherIGI Global
Number of pages10
ISBN (Print)9781599046303
StatePublished - Dec 1 2007

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting(all)
  • Social Sciences(all)


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