Knowledge management initiatives in contact centre: a case study in Tenaga Nasional Berhad

This paper reports the results of a qualitative study of KM in World Class Contact Centre (WCCC) of Tenaga Nasional Berhad (TNB).This study uses data collected through interviews, discussions and documents obtained from managers and agents of WCCC as well as observations of the WCCC operation.Through these initiatives, several outcomes have been identified that bring benefits to the agents such as the increase in knowledge competency, up-to-date information, and improved level of confidence of contact centre agents.WCCC received many awards from internal and international association as a result of their efforst in providing a world class customer service to their customers, which can be observed through the Customer Satisfaction Index (CSI) score