The Learning Curve of Knowledge Workers in a Computing Call Cente
This study examines the learning curves of IS knowledge workers, using data from a computing call center. We find that (a)learning rate of the group in charge of requests associated with application-level knowledge is faster than that of the group of technical level knowledge in terms of average resolution time, (b)variance of resolution times becomes smaller in only the generalist group and (c)knowledge transfers across IS problem types. Theoretical and practical implications are discussed.
Computer Sciences | Human Resources Management
Information Systems and Management
Information Systems Research
Kim, Youngsoo, Ramayya Krishnan and Linda Argote. 2012. The Learning Curve of IT Knowledge Workers in a Computing Call Center. Information Systems Research 23 (3): 887-902. doi: 10.1287/isre.1110.0401