Uma Aplicação Prática da Gestão do Conhecimento no Front Office de um Contact Center

Abstract

This paper aimed at developing and testing a proposal based on knowledge management to enablea contact center operation to harvest the benefits of workforce empowerment while minimizing the risks ofsuch a managerial approach. In an experimental, interventionist research, flavored with a critical orientation,the case of such an operation in Sao Paulo was studied. In light of the findings, it is possible to conclude,without any room for generalization, however, that knowledge management can contribute to an effectiveimplementation of the empowerment approach in contact centers.