Article : texte imprimé

Building script-based tacit knowledge in call centre trainees

Robert J. McQueen, Auteur ; Jihong Chen, Auteur |

Dans Knowledge management research and practice (Vol. 8 N° 3, Septembre 2010)

An exploratory case study on a technical support call centre in China is presented, which investigates a new paradigm that script-based tacit knowledge for action is built in the brains of learners, rather than transferred. Twelve techniques use[...]

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