Knowledge management initiatives in contact centre: a case study in Tenaga Nasional Berhad

• Main Authors: Mukiar, Siti Rafidah, Ali, Nor’ashikin, Abdul Rahim, Rabiah Eladwiah
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2016
• 主题: HD28 Management. Industrial Management
• 在线阅读: http://repo.uum.edu.my/20115/1/KMICe2016%20327%20332.pdf; http://repo.uum.edu.my/20115/; http://www.kmice.cms.net.my/kmice2016/files/KMICe2016_eproceeding.pdf

This paper reports the results of a qualitative study of KM in World Class Contact Centre (WCCC) of Tenaga Nasional Berhad (TNB).This study uses data collected through interviews, discussions and documents obtained from managers and agents of WCCC as well as observations of the WCCC operation.Throug...