Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
Jinfo Blog
4th January 2009
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.
---
This is a brief abstract of the full article. FUMSI subscribers can log in to MyShop at FreePint view the full article. Others can subscribe to FUMSI now for access to the complete archive of FUMSI articles.
- Blog post title: Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
- Link to this page
- View printable version
- Answering the Call: Better Knowledge Management = Better Customer Service
Sunday, 4th January 2009
- Key to Research Success: Asking the Right Questions [ABSTRACT]
Sunday, 2nd November 2008 - Search Beyond the Web: When to Pick Up the Phone [ABSTRACT]
Saturday, 5th July 2008 - Tough Love: Excelling at Customer Service Is Not Just One Big Happy-Clappy Hugfest
Saturday, 31st March 2007 - Working with a Usability Specialist
Monday, 31st July 2006
Offshore, outsource or AI-source?
Community session
16th April 2024
AI practical actions, prompting and outsourcing
Blog posting
6th March 2024
AI practical actions, prompting and outsourcing
YouTube video
13th March 2024
- AI practical actions, prompting and outsourcing
6th March 2024 - GenAI and ESG wisdom of the Jinfo crowd
13th February 2024 - Talking to vendors, talking to buyers (ESG, GenAI and YouTube)
10th January 2024
- Jinfo Community session (TBC) (Community) 15th May 2024
- Offshore, outsource or AI-source? (Community) 16th April 2024
- The art of crafting AI prompts (Community) 26th March 2024