It’s Easier to Ask Someone I Know Call Center Technicians’ Adoption of Knowledge Management Tools

This article traces the early implementation phase of a set of knowledge management tools in four customer call support centers within a multinational corporation. Through a case study analysis, this article addresses two fundamental issues. First, the article investigates how the organization keeps...

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Bibliographic Details
Published inThe Journal of business communication (1973) Vol. 41; no. 2; pp. 166 - 191
Main Author Downing, Joe R.
Format Journal Article
LanguageEnglish
Published SAGE Publications 01.04.2004
Association for Business Communication
Subjects
Call centers
Knowledge management
Methods
Organizational communication
Services
Technology application
United States
diffusion of innovations
knowledge management
call centers
communication in organizations
organizational learning
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Summary:This article traces the early implementation phase of a set of knowledge management tools in four customer call support centers within a multinational corporation. Through a case study analysis, this article addresses two fundamental issues. First, the article investigates how the organization keeps a new type of knowledge worker—the relatively unskilled, low-paid customer call support technicians who staff the phones at centers around the United States—current with the latest information on those products they support. Second, data from the case study suggest specific innovation factors that discourage technicians from adopting the knowledge tools.
ISSN:0021-9436
1552-4582
DOI:10.1177/0021943603262140