Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
Jinfo Blog

By Veronica Fraser

Abstract

When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.

Item

When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.

What's Inside:

Our performance records show a step change from September 2004 onwards, with fewer calls abandoned as wait times improved, more calls answered and better information provided in response to oral and emailed questions - all with the same technology and the same number of information advisers.

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