Research Article
Development of Collaborative Customer Service Officer Knowledge Sharing System (CCSOKSS)
@INPROCEEDINGS{10.1007/978-3-319-98827-6_12, author={Bolanle Oladejo and Oyinlola Odetoye}, title={Development of Collaborative Customer Service Officer Knowledge Sharing System (CCSOKSS)}, proceedings={e-Infrastructure and e-Services for Developing Countries. 9th International Conference, AFRICOMM 2017, Lagos, Nigeria, December 11-12, 2017, Proceedings}, proceedings_a={AFRICOMM}, year={2018}, month={8}, keywords={Knowledge sharing Banking Merger Acquisition Customer service officer}, doi={10.1007/978-3-319-98827-6_12} }- Bolanle Oladejo
Oyinlola Odetoye
Year: 2018
Development of Collaborative Customer Service Officer Knowledge Sharing System (CCSOKSS)
AFRICOMM
Springer
DOI: 10.1007/978-3-319-98827-6_12
Abstract
In recent years, the banking industry across the nation have been undergoing swift economic revolution due to the surge created by the Central Bank of Nigeria’s (CBN) restructuring and policies on Commercial Banks Capitalization. As a result of more competitive environments and struggling economies, these banks are trying to survive the economic recession and depression in the marketplace through mergers and acquisitions to improve capital bases. This mergers/acquisitions come with the challenge of streamlining technical information between/among staff members who have come together from different bank cultures and backgrounds. Thus, this paper aimed at the development of a Knowledge Sharing System for Customer Service Officers (CSOs) which exploits knowledge resident in them for competitive advantage after such mergers and acquisitions to ensure a seamless and quick integration process. Online SMS, chat rooms are collaboration techniques used in the system. Resolutions are stored for reuse in the Knowledge Repository.
