Customer service process development through information and knowledge management
Saari, Aliisa (2018)
Saari, Aliisa
2018
Tietojohtaminen
Talouden ja rakentamisen tiedekunta - Faculty of Business and Built Environment
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Hyväksymispäivämäärä
2018-10-03
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201810032373
https://urn.fi/URN:NBN:fi:tty-201810032373
Tiivistelmä
The focus of this research was to develop customer service process through knowledge management. Sales agents work in close connection with customers and each customer contact is different. The hectic nature of the work and the width of the organization bring their own challenges to the unified development of the customer service process. The aim of the research was to investigate sales agents’ work process at Nordic level and illustrate the work processes. Furthermore, intention was to identify differences and similarities of the Nordic processes. In the examined organization there was a need to study their sales and sales agents’ work processes in private distribution contact centers. The motive to research the current status is based on the future goal to develop and standardize the contact center business and to achieve better synergy benefits.
The study contains two sections. The first section is a literature review which cover the-ory about information and knowledge management and business processes. The litera-ture review is conducted to introduce the theories relevant to answer the set research questions. In information management in sales organization -chapter focus was in infor-mation management model and value platform model but also in customer service. In the work process modeling -chapter the focus was in business process development and modeling. The second part of the study is an empirical study and was carried out as a pragmatism case study, and the material was collected with interviews and observations. Material was analyzed with classification, and the findings are divided to six main areas: set up, systems, workforce management, education, problem situations and information flow.
Value platform, information management model and country specific process charts of the examined work process were formed and based on the empirical research. And the result of the study combined the widely researched topics of knowledge management and business process illustration. Furthermore, several sectors that could be looked into for further development and possible standardization were pointed out and based on the study. The sectors pointed out were new employees’ orientation, sales agents’ support in problem situations, workforce management including work shifts and schedule during work day and report platform. The research combines utilization of information and knowledge management and business processes in development of customer service processes in contact center environment
The study contains two sections. The first section is a literature review which cover the-ory about information and knowledge management and business processes. The litera-ture review is conducted to introduce the theories relevant to answer the set research questions. In information management in sales organization -chapter focus was in infor-mation management model and value platform model but also in customer service. In the work process modeling -chapter the focus was in business process development and modeling. The second part of the study is an empirical study and was carried out as a pragmatism case study, and the material was collected with interviews and observations. Material was analyzed with classification, and the findings are divided to six main areas: set up, systems, workforce management, education, problem situations and information flow.
Value platform, information management model and country specific process charts of the examined work process were formed and based on the empirical research. And the result of the study combined the widely researched topics of knowledge management and business process illustration. Furthermore, several sectors that could be looked into for further development and possible standardization were pointed out and based on the study. The sectors pointed out were new employees’ orientation, sales agents’ support in problem situations, workforce management including work shifts and schedule during work day and report platform. The research combines utilization of information and knowledge management and business processes in development of customer service processes in contact center environment