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Keywords: Call centres
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Journal Articles
Journal:
Journal of Knowledge Management
Journal of Knowledge Management (2005) 9 (4): 56–69.
Published: 01 August 2005
...S.C.L. Koh; A. Gunasekaran; A. Thomas; S. Arunachalam Purpose The paper proposes to evaluate the need for knowledge management in a call centre for improving quality of customer services, by addressing the issues specifically relating to information and knowledge management. Design...
