Telephone Operators as Knowledge Workers: Consultants Who Meet Customer Needs.
Michael J. MullerRebecca CarrCatherine AshworthBarbara DiekmannCathleen WhartonCherie EickstaedtJoan ClontsPublished in: CHI (1995)
Keyphrases
- knowledge workers
- call center
- end users
- knowledge management
- knowledge intensive
- personal knowledge management
- knowledge sharing
- workplace learning
- information management
- electronic commerce
- information systems
- case study
- customer relationship management
- information technology
- database
- evaluation method
- databases
- knowledge management systems
- cellular phone
- customer service
- artificial intelligence
- service quality
- knowledge acquisition
- software engineering