A Research on the Knowledge Management of Enterprise Customer Service Department: The Case of Call Center of Telecommunication Industry

• Main Authors: Yang-Chung Sun, 孫揚忠
• Other Authors: Kun-Yu Hong
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/ey9prp

碩士 === 銘傳大學 === 資訊管理學系碩士在職專班 === 95 === The Call Center is the enterprise contacts the customer the key position, therefore strengthens the customer service representive to gain the specialized knowledge, promotes the customer to the professional service degree of satisfaction; On the other hand, urges the product Development department to gain the customer opinion effectively, enables the advantage product service to obtain the true improvement, these organization goal and Call Center the knowledge transmission work to be closely linked, and continues forever the development of the company, is the great importance the management topic. This research from the knowledge management viewpoint, takes the enterprise Call Center regards as the customer and the product department knowledge transmission intermediary, how discusses the guest to take the department to assist the organization to gain the customer demand knowledge effectively, and how to gain the customer service station to need the product knowledge. The research technique picks the case study, serves under somebody''s banner six different service nature take the domestic telecommunication industry main item the guest to take the center as the object. The findings discovered that the Call Center staff to play the different knowledge role in the knowledge transmission function, but organizes in practice activity and so on in human resources, information science and technology, operational procedure arrangements, also has the material effect to the knowledge transmission. Finally this research proposed that the general rule concept, by the knowledge gain, the identification, the transformation and using and so on four kind of knowledge management function outlines goes visiting the clothing center knowledge management construction, and puts forward the management principle proposal.