KNOWLEDGE MANAGEMENT OF CLIENTS COMPLAINTS IN CALL CENTERS

Authors

  • Silvio Popadiuk Universidade Presbiteriana Mackenzie

Abstract

Aiming at attending client requests call centers are understood as technological tools that enlarge interactions with clients. Among the set of demanded requests like cadastre, suggestions, criticisms, the most probable is related to product and service complaints. The objective of this study is to verify if the solution of complaints, made by call centers, is based on knowledge management. Managers and attendants visions have been compared with the objective to identify if knowledge management is permeated through the team or knowledge management is only an intention of managers. A questionnaire based on Bukowitz and Williams (2002) has been applied. Five companies have been searched. The results have been revealed that knowledge management needs to be improved in call centers and there is a certain gap between managers and attendants visions about knowledge management.

KEYWORDS

Knowledge management; Call centers; Customer relationship management; Clients' complains; Services.

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Author Biography

Silvio Popadiuk, Universidade Presbiteriana Mackenzie

Doutor em Administração de Empresas pela Universidade de São Paulo (USP). Professor do Programa de Pós-Graduação em Administração de Empresas da Universidade Presbiteriana Mackenzie (UPM).

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Published

2009-04-17

Issue

Vol. 10 No. 2 (2009)

Section

Presentation

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