A study on the impact of knowledge management and digital transformation as anchors of customer experience in contact centre operations in Zimbabwe

Abstract

Technological advancement and globalisation have influenced all facets of business operations exposing organisations to tough competition in an already agile environment. Contact center operations in Zimbabwe are increasingly being more reliant on information and knowledge to achieve excellent customer experience in their respective sectors. In this digital age, organisations are focusing on customer experience in order to efficiently maximise revenues. The purpose of this research was to provide an effective, integrated practical investigation on the impact of knowledge management and digital transformation on contact center operations in Zimbabwe. An exploratory approach and the judgemental sampling method were implemented in the research using an online questionnaire. The questionnaire was administered 200 participants from five organisations. The analysis of the research involved coding and categorising of the findings to draw a framework. This research illustrated common causes that result in poor knowledge management and digital transformation practices in contact canters. The comprehensive set of factors such as lack of managerial support, digital strategies, system integrations, ICT resources, budget constraints, policies, training, and resistance to change impact the magnitude of business performance in contact canters. The findings further revealed that knowledge management resulted in eight major impacts on contact sector operating in Zimbabwe. The study recommended that contact center operations should be guided by a knowledge management framework, contact center training and awareness programs initiation of budgetary improvements and policy formulation in order to improve customer experience. The research objectives were met.