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Full-Text Articles in Library and Information Science
Exploring Knowledge Loss In The Contact Center: Key Loss Areas, Contributing Factors, And Performance Metric Implications, Elizabeth M. Herman
Exploring Knowledge Loss In The Contact Center: Key Loss Areas, Contributing Factors, And Performance Metric Implications, Elizabeth M. Herman
Walden Dissertations and Doctoral Studies
Knowledge loss, or organizational forgetting, is often overlooked in knowledge management frameworks, yet it costs organizations money, personnel, efficiency, and customer service. The purpose of this mixed model case study was to understand, using a model of forgetting as the conceptual framework, where and why loss occurred and to examine performance implications. An inbound telephone contact center was studied because of prolific changes in that industry regarding knowledge complexity and performance. The researcher interviewed 20 participants, observed 63 calls, and reviewed 3 months of performance data including average handle time, first call resolution percentages, and time spent on after call …
Assessing The Collaborative Knowledge Management Of The Market Dominant Organization, Jacob Olusola Ogunlade
Assessing The Collaborative Knowledge Management Of The Market Dominant Organization, Jacob Olusola Ogunlade
Walden Dissertations and Doctoral Studies
Dominant firms enjoy economic strengths which enable them to compete effectively in relevant markets through the use of collaborative knowledge management (CKM). While the literature is replete with general guiding principles for companies to adopt successful business strategies, there is very limited empirical research on effectively using CKM to improve company performance and market domination. The purpose of this study was to evaluate strategies for information sharing by companies to achieve better operations management and control, a wider range of customers, and stronger competitive edge in the global economy. Epistemological foundation for the study was provided by the literature on …