While it is true that effective usage of knowledge transfer is imperative in furthering top management focus towards more strategic endeavors, the problem here now lies in the possibility of creating distance between end-user or clients and that of the top management. It is true that, as stated by Mr. Chris Ciccolini and Barry Sorkin, SEI Information Technology, frees your senior resources to handle more challenging support issues or to work on strategic IT projects. But the pitfall here now lies on the fact that, despite the presence of Expert Systems that can be linked to a tabulator of issues as a feedback mechanism, the greater concern here is that this feedback is more focused on the basis of the lower level people performance on account of speed and the no. of issues resolved. This is actually the performance rating criterion of most call centers. Consequently, people at the lower level in this scenario are now more concerned about “Handling Time” instead of value creation towards relation-shipbuilding with customers. Adversely, this entails a robotic relationship and repeat problems, leading to dissatisfied or worst, lost customers.
