This study uses Zack’s four knowledge problem model to examine knowledge strategies within a call-centre environment. Two government departmental call-centres are presented as case studies. The study confirmed the two problem types uncertainty and complexity were generally resolved in the call-centre while ambiguous and equivocable problems were consigned elsewhere. The solution of the former problem pair relies on knowledge that is codified and stored in databases. The latter seeks out experts who apply both technical and functional knowledge to the problem resolution. The researchers advise managers to be aware of the need for capability to solve all four problem types and to develop knowledge strategies to target each.
Schefe, Nev and Timbrell, Greg, "A Tale of Two City Call-Centres" (2004). ACIS 2004 Proceedings. Paper 11.