Knowledge Weaving: Supporting Effective and Affective Interactions in the Call Centre
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Overview: One of the main roles of a call centre advisor is to serve as an interpreter between customers and the data held within the company systems. To be able to talk to customers, solve problems and develop relationships, call centre advisors need to be equipped with technologies that will help them understand who the customer is, allow them to speak knowledgeably about a complex and often ever expanding set of products and services and negotiate a minefield of legalities, processes and procedures. This paper considers how knowledge, and problem solving styles need to be weaved into the advisors daily tasks.