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

    Research output: Contribution to journalArticle

    Abstract

    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.
    Original languageEnglish
    Article number4
    Pages (from-to)305-312
    Number of pages7
    JournalInternational Journal of Call Centre Management
    Volume5
    Issue number4
    Publication statusPublished - 13 Jun 2003

    Keywords

    • knowledge sharing
    • call centres
    • competitive advantage

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  • Cite this

    Combe, C. (2003). Developing a framework of knowledge sharing for competitive advantage in the management of call centres. International Journal of Call Centre Management, 5(4), 305-312. [4].