Use of Wikis for Learning in a Call Center: A Case Study

Use of Wikis for Learning in a Call Center: A Case Study

Problem Area / Purpose The purpose of this research is to study how agents learn and share knowledge in a callcenter after the implementation of a wiki. How they create new knowledge, and theirperception of the knowledge conversion process. In call centers sharing knowledge is acommon practice, chan...

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Bibliographic Details
Main Authors:	Martínez Vega, Carlos Omar, Ordoñez Flores, Adriana
Format:	Others
Language:	English
Published:	Linnéuniversitetet, Institutionen för datavetenskap, fysik och matematik, DFM 2011
Subjects:	Computer and Information Sciences Data- och informationsvetenskap
Online Access:	http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-10722

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