“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the financial services industry. This makes …

Call centre staff have important information needs that greatly influence the quality of customer service provided.

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.

The front-line environment must be understood when implementing knowledge management initiatives.

Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.