Timbrell G., Koller S., Schefe N., Lindstaedt Stefanie
2005
A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes
Journal of Universal Computer Science
This paper explores a process view of call-centres and the knowledge infrastructuresthat support these processes. As call-centres grow and become more complex in their functionand organisation so do the knowledge infrastructures required to support their size andcomplexity. This study suggests a knowledge-based hierarchy of ‘advice-type’ call-centres anddiscusses associated knowledge management strategies for different sized centres. It introducesa Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classifycall-centre knowledge infrastructures. The model also demonstrates different types ofinterventions supporting knowledge management in call-centres. Finally the paper discusses thepossibilities of applying traditional maturity model approaches in this context.
Lindstaedt Stefanie , Koller S., Krämer T.
2004
Eine Wissensinfrastruktur für Projektrisikomanagement - Identifikation und Management von Wissensrisiken
Tagungsband zur KnowTech 2004, 6. Konferenz zum Einsatz von Knowledge Management in Wirtschaft und Verwaltung Gronau, N., Petkoff, B., Schildhauer, T. München,Germany
Timbrell G., Koller S., Lindstaedt Stefanie
2004
A Knowledge Infrastructure Hierarchy Model for Call Centre Processes
Proceedings of the I-KNOW `04, 4th International Conference on Knowledge Management Graz, Austria