000			01171pab a2200169 454500
008			180718b2004 xxu||||| |||| 00| 0 eng d
100			_aSaxena, Anjila
245			_aImportance of knowledge management for call centres
260			_c2004
300			_ap.29-36.
362			_aJul
520			_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.
650			_aCall centres
650			_aKnowledge management
773			_aIndian Journal of Economics
909			_a64421
999			_c64421 _d64421