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Ford, J. L., & Stephens, K. K. (2018). Pairing Organizational and Individual Factors to Improve Employees’ Risk Responsiveness. Management Communication Quarterly, 32(4), 504-533.

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Article

Understanding the Role of Tacit Knowledge in Call-Center Organizations

1Department of Communication, The University of Illinois Urbana-Champaign, Illinois


Language Education Forum. 2021, Vol. 2 No. 1, 1-6
DOI: 10.12691/lef-2-1-1
Copyright © 2021 Science and Education Publishing

Cite this paper:
Samantha Okegbe. Understanding the Role of Tacit Knowledge in Call-Center Organizations. Language Education Forum. 2021; 2(1):1-6. doi: 10.12691/lef-2-1-1.

Correspondence to: Samantha  Okegbe, Department of Communication, The University of Illinois Urbana-Champaign, Illinois. Email: sokegbe2@illinois.edu

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.

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