QUT ePrints

A Knowledge Infrastructure Hierarchy Model for Call Centre Processes

Timbrell, Gregory T., Koller, Stefan, & Lindstaedt, Stephanie N. (2004) A Knowledge Infrastructure Hierarchy Model for Call Centre Processes. In Tochtermann, Klaus & Maurer, Hermann (Eds.) I-KNOW ‘04: 4th International Conference on Knowledge Management, June 30 - July 2, 2004, Graz, Austria.

Abstract

This paper explores a process view of call centres and the knowledge infrastructures that support these processes. As Call centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call centre knowledge infrastructures. The model also demonstrates different types of interventions supporting knowledge management in call centres. Finally the paper discusses the possibilities of applying traditional maturity model approaches in this context.

Impact and interest:

Citation countsare sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

1,241 since deposited on 12 May 2005
280 in the past twelve months

Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 1266
Item Type: Conference Paper
Additional URLs:
Keywords: Call centres, knowledge management
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2004 (please consult author)
Deposited On: 12 May 2005
Last Modified: 29 Feb 2012 23:08

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page