Developing a framework of knowledge sharing for competitive advantage in the management of call centres

Call centres provide much added vlaue to a range of businesses. The benefits include increased efficiency, greater flexibility, a better understanding of customers and cost reductions. However, to create a competitive advantage call centres need to have effective knowledge management systems in place. This article articulates a development framework for knowledge management in call centres by focusing on two key related criteria for effective competitive advantage. The first requires an effective organisational structure designed for responsiveness of change in adynamic environment. Linked to this is the development of an organisational culture that has knowledge sharing as its dominant characteristic.