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IIM 2002 (Brisbane, Australia)

I have just booked my flights for the IIM 2002 conference in sunny Brisbane, Australia.

I'm presenting a talk on Tuesday 30th July, on the following topic:

Knowledge Management for Call Centres
Call centres are a growing business, and many organisations are looking to use them as the primary wayof interacting with customers. While call centres offer many organisational and efficiency benefits, they are confronted with considerable challenges. These challenges include: high staff turnover, pressure to reduce call-handling times, and legal exposure (to name but a few). The primary challenge is ensuring that customers receive the correct information, in a timely fashion. It is here that knowledge management has much to offer. This presentation explores practical ways in which KM can reduce training times; improve response times; enhance staff & customer satisfaction; and improve efficiency. The presentation draws on real-world lessons gained by developing frontline KM systems for the NRMA and RTA.

(This talk is based on the paper of the same name.)

Unfortunately, I will only be in Brisbane for the day, but I would still like to meet any local KM practioners for a social chat. Drop me a line if you are interested.

Posted by jamesr on June 14, 2002 04:46 PM
Categories: Knowledge management

Comments

very good!

Posted by: fanny on May 7, 2003 05:05 PM

iiii

Posted by: fanny on May 8, 2003 02:08 AM