01171pab a2200169 454500 180718b2004 xxu||||| |||| 00| 0 eng d Saxena, Anjila Importance of knowledge management for call centres 2004 p.29-36. Jul 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. Call centres Knowledge management Indian Journal of Economics 64421 64421 64421 0 0 0 0 IIPA IIPA 2018-07-19 Volume no: 85, Issue no: 336 AR64873 2018-07-19 2018-07-19 AR