E/M/87. Dissertation. An Appraisal of Knowledge Management with Vodafone (UK) contact centres

The dissertation investigates the approaches to knowledge management (KM) in Vodafone UK Contact Centres identifying their current KM strategies and KM models’ application, and evaluating the effectiveness of IT knowledge tools, namely, CTI (Customer Touch Point Intranet), CBR (Case Based Reasoning Tool), etc. A literature review touches on the KM theory including types of knowledge, KM drivers, knowledge transfer, KM audit, etc. Qualitative research is conducted on the basis of primary data collected through interviews. Conclusions are made about the changing nature of Vodafone’s products and services and the means of increasing the operational efficiency of the call centres. Recommendations are offered to improve the management of knowledge flows.