Improving General Knowledge in Agile Software Organizations: Experiences with Job Rotation in Customer Support.
Tor Erlend FægriPublished in: AGILE (2009)
Keyphrases
- general knowledge
- customer support
- domain specific knowledge
- knowledge base
- customer service
- mental models
- knowledge structures
- technical support
- customer satisfaction
- knowledge representation
- high tech
- service quality
- databases
- world wide
- electronic commerce
- e government
- case study
- information systems
- artificial intelligence