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Video searching moves to the fore
Just when you thought it was safe in-house...
EBRD Directory of Information Sources
A search engine smarter than Google?
Elsevier releases SciTopics
Answering the Call: Better Knowledge Management = Better Customer Service [ABSTRACT]
4th January 2009
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.
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