The management of knowledge sharing system in call centers

Since service representatives without technical background are not skilful in domain knowledge about products and technologies, they need the support from knowledge sharing system(KSS). Through empirical investigation, this study examines the relationships among human, technology,, organization, interaction factors and the effectiveness of KSS. The surveyed results report that the knowledge acquisition and diffusion plays key mediating roles in knowledge sharing. The effectiveness of KSS is positively affected by the interaction factors called knowledge acquisition and diffusion. Furthermore, These two interaction factors are positively affected by human, technology, and organization factors.