Comments on: Knowledge management for call centres

By: Alex Fok

Alex Fok — Tue, 23 Nov 2010 22:17:37 +0000

Hi
As semi retired consultant, I very much value the work you put in to provide the example of call centre KM considerations.
These days as part of semi retirement, I occasionally deliver Adv Dip courses in Business and Marketing. Your article was a great resource to explain KM to my students.
“Throwing the baby out with the bath water” was something that I thought everybody understood, I now find that with new generations comes new thinking and often the old thinking is discarded regardless of its proven worth.
Thanks again
Regards
Alex Fok
P O Box 928
Darlinghurst
NSW 1300

By: Adrian

Adrian — Thu, 20 May 2010 01:21:25 +0000

I agree with the importance you put on knowledge management. I think one area where most call centres fail is that they don’t optimise their search function for keywords that Agents actually look up. Agents should definately being more involved in this process.
Great article.

By: Anthony Woram

Anthony Woram — Fri, 22 Jan 2010 16:25:08 +0000

Interesting read. I’m interested in getting a detailed breakdown of services and products that you offer related to all aspects of KM here within reffered to.
thank you