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

Debbie Richards; Megan Vazey

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 proceeding › Conference proceeding contribution › peer-review

3 Citations (Scopus)

31 Downloads (Pure)

Abstract

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 language	English
Title of host publication	Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005)
Subtitle of host publication	November 30 - December 2, 2005, Sydney, Australia
Editors	Bruce Campbell, Deborah Bunker, Jim Underwood
Place of Publication	Sydney
Publisher	Australasian Chapter of the Association for Information Systems
Pages	1-10
Number of pages	10
ISBN (Print)	097584170X
Publication status	Published - 2005
Event	16th Australasian Conference on Information Systems, ACIS - 2005 - Sydney, Australia Duration: 29 Nov 2005 → 2 Dec 2005

Other

Other	16th Australasian Conference on Information Systems, ACIS - 2005
Country/Territory	Australia
City	Sydney
Period	29/11/05 → 2/12/05

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.

Access to Document

Publisher version (open access).pdfFinal published version, 223 KB

Cite this

Richards, D., & Vazey, M. (2005). Closing the gap between different knowledge sources and types in the call centre. In B. Campbell, D. Bunker, & J. Underwood (Eds.), Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005): November 30 - December 2, 2005, Sydney, Australia (pp. 1-10). Article 24 Australasian Chapter of the Association for Information Systems.

Richards, Debbie ; Vazey, Megan. / Closing the gap between different knowledge sources and types in the call centre. Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005): November 30 - December 2, 2005, Sydney, Australia. editor / Bruce Campbell ; Deborah Bunker ; Jim Underwood. Sydney : Australasian Chapter of the Association for Information Systems, 2005. pp. 1-10

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abstract = "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.",

author = "Debbie Richards and Megan Vazey",

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.; 16th Australasian Conference on Information Systems, ACIS - 2005 ; Conference date: 29-11-2005 Through 02-12-2005",

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Richards, D & Vazey, M 2005, Closing the gap between different knowledge sources and types in the call centre. in B Campbell, D Bunker & J Underwood (eds), Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005): November 30 - December 2, 2005, Sydney, Australia., 24, Australasian Chapter of the Association for Information Systems, Sydney, pp. 1-10, 16th Australasian Conference on Information Systems, ACIS - 2005, Sydney, New South Wales, Australia, 29/11/05.

Closing the gap between different knowledge sources and types in the call centre. / Richards, Debbie; Vazey, Megan.
Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005): November 30 - December 2, 2005, Sydney, Australia. ed. / Bruce Campbell; Deborah Bunker; Jim Underwood. Sydney: Australasian Chapter of the Association for Information Systems, 2005. p. 1-10 24.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

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AU - Vazey, Megan

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AB - 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.

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Richards D, Vazey M. Closing the gap between different knowledge sources and types in the call centre. In Campbell B, Bunker D, Underwood J, editors, Proceedings of the 16th Australasian Conference on Information Systems (ACIS 2005): November 30 - December 2, 2005, Sydney, Australia. Sydney: Australasian Chapter of the Association for Information Systems. 2005. p. 1-10. 24

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

Abstract

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