01289pab a2200181 454500008004000000100001900040245005600059260000900115300001300124362000800137520075500145650001700900650002500917773003200942909001000974999001700984952010601001180718b2004   xxu||||| |||| 00| 0 eng d  aSaxena, Anjila  aImportance of knowledge management for call centres  c2004  ap.29-36.  aJul  aKnowledge 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.  aCall centres  aKnowledge management  aIndian Journal of Economics  a64421  c64421d64421  00104070aIIPAbIIPAd2018-07-19hVolume no: 85, Issue no: 336pAR64873r2018-07-19w2018-07-19yAR