Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

Understanding the Role of Tacit Knowledge in Call-Center Organizations

Version 1 : Received: 11 February 2021 / Approved: 12 February 2021 / Online: 12 February 2021 (14:50:09 CET)

How to cite: Okegbe, S. Understanding the Role of Tacit Knowledge in Call-Center Organizations. Preprints 2021, 2021020309 (doi: 10.20944/preprints202102.0309.v1). Okegbe, S. Understanding the Role of Tacit Knowledge in Call-Center Organizations. Preprints 2021, 2021020309 (doi: 10.20944/preprints202102.0309.v1).

Abstract

This article aims to understand the role of tacit knowledge in call center organizations with the objective of understanding how call center representatives use tacit knowledge in their job roles and functions. Extant literature has focused on explicit knowledge but the research on tacit knowledge is still underdeveloped. The complexities and difficulties of the call center job role and the usage and transfer of knowledge is reviewed. Also, it takes into considerations past literature on tacit knowledge, how these respondents employ tacit knowledge in efficiently handling customers, responding to their queries, and engaging this form of knowledge in problem solving. The article concludes with discussion and implications for call center organizations and responders.

Subject Areas

Tacit knowledge; organizational communication; call-center; responders

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