A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes

Greg Timbrell (Queensland University of Technology, Australia)

Stefan Koller (Know-Center Graz, Austria)

Nev Schefe (Queensland University of Technology, Australia)

Stefanie N. Lindstaedt (Know-Center Graz, Austria)

Abstract: 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.

Keywords: data bases, information systems, knowledge management

Categories: H.1, H.2, H.4