In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.
Articles tagged: call centres
AUGUST 2003
Knowledge management for front-line staff
The front-line environment must be understood when implementing knowledge management initiatives.
FEBRUARY 2002
Knowledge management for call centres
Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.