| 000 -LEADER |
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| fixed length control field |
01171pab a2200169 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b2004 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Saxena, Anjila |
| 245 ## - TITLE STATEMENT |
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| Title |
Importance of knowledge management for call centres |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Date of publication, distribution, etc. |
2004 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
p.29-36. |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
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| Dates of publication and/or sequential designation |
Jul |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
Knowledge Management (KM) is the concept in which an enterprise gathers, organize, analyzes and shares its knowledge in terms of resources, documents and people skills. It helps an organization in acquiring and storing knowledge, in planning and decision making. Call Centres provide many business advantages, including improved efficiency, increased hours of operation, reduced costs and greater flexibility. Perhaps, the greatest challenge of running a call centre, however, is ensuring that customers are provided with the right information in a timely fashion. Knowledge Management (KM) has a number of practical tools and strategies for meeting this challenge, and call centre managers have much to gain by exploring KM principles. - Reproduced. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Call centres |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Knowledge management |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
Indian Journal of Economics |
| 909 ## - |
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| -- |
64421 |
