"It's Easier to Ask Someone I Know": Call Center Technicians' Adoption of Knowledge Management Tools. "It's Easier to Ask Someone I Know": Call Center Technicians' Adoption of Knowledge Management Tools.

"It's Easier to Ask Someone I Know": Call Center Technicians' Adoption of Knowledge Management Tools‪.‬

The Journal of Business Communication 2004, April, 41, 2

The Journal of Business Communication
    • 25,00 kr
    • 25,00 kr

Publisher Description

This article traces the early implementation phase of a set of knowledge management tools in four customer call support centers within a multinational corporation. Through a case study analysis, this article addresses two fundamental issues. First, the article investigates how the organization keeps a new type of knowledge worker--the relatively unskilled, low-paid customer call support technicians who staff the phones at centers around the United States--current with the latest information on those products they support. Second, data from the case study suggest specific innovation factors that discourage technicians from adopting the knowledge tools. Keywords: communication in organizations; call centers; diffusion of innovations; knowledge management; organizational learning

GENRE
Business & Personal Finance
RELEASED
2004
1 April
LANGUAGE
EN
English
LENGTH
43
Pages
PUBLISHER
Association for Business Communication
SIZE
323.4
KB

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