Research And Implementation Of Knowledge Management System In Call Center

Call center is a typical knowledge intensive industry, whose business characteristics determine that knowledge management system can play an important role in rapid response, unified answer, and promoting the knowledge exchanging and transferring. With the application of knowledge management system inside call center gradually thorough, problems emerged and suspended in front of call center managers, including how to improve the quality of knowledge, how to transfer knowledge quickly, and how to deepen data application.This paper learns the history and development of knowledge management at home and abroad in a wide range and summaries them, focusing on the knowledge management technologies. Based on this, paper studies deeply the requirement, characteristics and difficulties of knowledge management in a specific situation as call center. This paper proposes four-layer logic architecture to meet the requirement of knowledge management in call center, and designs a functional framework with five modules including knowledge representation, knowledge application, knowledge processing, system management and knowledge storing. Based on the framework designed above, this paper chooses appropriate knowledge management technologies including knowledge map, work flow, and knowledge tag, and introduces the design and implements of the main functions of the system. Finally, this paper puts forward the further direction of improvement and development, based on the analysis of system operation experiments.