Jinfo: Answering the Call: Better Knowledge Management = Better Customer Service

Answering the Call: Better Knowledge Management = Better Customer Service
Jinfo Article

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.

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