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Knowledge management initiatives in contact centre: a case study in Tenaga Nasional Berhad


Mukiar, Siti Rafidah and Ali, Nor’ashikin and Abdul Rahim, Rabiah Eladwiah (2016) Knowledge management initiatives in contact centre: a case study in Tenaga Nasional Berhad. In: Knowledge Management International Conference (KMICe) 2016, 29 – 30 August 2016, Chiang Mai, Thailand.

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Abstract

This paper reports the results of a qualitative study of KM in World Class Contact Centre (WCCC) of Tenaga Nasional Berhad (TNB).This study uses data collected through interviews, discussions and documents obtained from managers and agents of WCCC as well as observations of the WCCC operation.Through these initiatives, several outcomes have been identified that bring benefits to the agents such as the increase in knowledge competency, up-to-date information, and improved level of confidence of contact centre agents.WCCC received many awards from internal and international association as a result of their efforst in providing a world class customer service to their customers, which can be observed through the Customer Satisfaction Index (CSI) score.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 978-967-0910-19-2 Organized by: College of Arts and Sciences, Universiti Utara Malaysia
Uncontrolled Keywords: Knowledge Management, Contact Centre, Implementation,
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Computing
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 30 Nov 2016 00:38
Last Modified: 30 Nov 2016 00:38
URI: http://repo.uum.edu.my/id/eprint/20115

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