JUCS - Journal of Universal Computer Science 11(4): 546-564, doi: 10.3217/jucs-011-04-0546
A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes
expand article infoGreg Timbrell, Stefan Koller§, Nev Schefe, Stefanie N. Lindstaedt|
‡ Queensland University of Technology, Australia§ Know-Center Graz, Graz, Austria| Know-Center Graz and Graz University of Technology, Graz, Austria
Open Access
This paper explores a process view of call-centres and the knowledge infrastructures that support these processes. As call-centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. This study suggests a knowledge-based hierarchy of advice-type call-centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call-centre knowledge infrastructures. The model also demonstrates different types of interventions supporting knowledge management in call-centres. Finally the paper discusses the possibilities of applying traditional maturity model approaches in this context.
knowledge management, information systems, data bases