A knowledge infrastructure hierarchy model for call-centre processes

This paper explores a process view of call-centres and the knowledge infrastructures that support these processes. As call-centres grow and become more complex in their function and organisation so do the knowledge infrastructures required to support their size and complexity. This study suggests a knowledge-based hierarchy of 'advice-type' call-centres and discusses associated knowledge management strategies for different sized centres. It introduces a Knowledge Infrastructure Hierarchy model, with which it is possible to analyze and classify call-centre knowledge infrastructures. The model also demonstrates different types of interventions supporting knowledge management in call-centres. Finally the paper discusses the possibilities of applying traditional maturity model approaches in this context.