Closing the gap between different knowledge sources and types in the call centre

Debbie Richards*, Megan Vazey

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review

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Our current project involves improving the trouble-shooting process in the support centre of a large multinational organisation in the Information and Communications Technology (ICT) industry. What has become obvious is the need to capture and reuse many different types of knowledge from a wide range of sources. We have conducted an evaluation study within the organisation to identify the types and sources of knowledge used, the rate of repeat problems and solutions and what improvements are needed. We provide some of our results in this paper. We present an approach known as FastFIX that supports the acquisition and reuse of troubleshooting knowledge from multiple sources using links to relevant intranet and internet-based material. Our system seeks to align the goals of the support-centre, such as maintainability and workflow compatibility, and can inter-operate with the support-centre's existing problem ticketing and knowledge management systems.

Original languageEnglish
Title of host publicationProceedings of the 16th Australasian Conference on Information Systems (ACIS 2005)
Subtitle of host publicationNovember 30 - December 2, 2005, Sydney, Australia
EditorsBruce Campbell, Deborah Bunker, Jim Underwood
Place of PublicationSydney
PublisherAustralasian Chapter of the Association for Information Systems
Number of pages10
ISBN (Print)097584170X
Publication statusPublished - 2005
Event16th Australasian Conference on Information Systems, ACIS - 2005 - Sydney, Australia
Duration: 29 Nov 20052 Dec 2005


Other16th Australasian Conference on Information Systems, ACIS - 2005

Bibliographical note

Copyright the Author(s) 2005. Version archived for private and non-commercial use with the permission of the author/s and according to publisher conditions. For further rights please contact the publisher.


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