It’s time to put the focus back on frontline knowledge

By: James Robertson Posted: July 27, 2012

If only all call centre people were this happy… “We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the …

Intranets for call centre staff

By: Steve Byrne Posted: February 24, 2011

Call centre staff have important information needs that greatly influence the quality of customer service provided.

Three examples of presenting customer insights on the intranet

By: James Robertson Posted: December 16, 2010

Customer service is increasingly a point of contention for businesses that have barely differentiated products: banks, insurance firms, mobile and internet providers and many, many more. How well, or how …

Three examples of presenting customer insights on the intranet

By: Alex Manchester Posted: December 16, 2010

Intranets can be used to surface and deliver valuable customer information that helps organisations succeed.

Two types of in-bound call centres

By: James Robertson Posted: May 1, 2005

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.

Knowledge management for front-line staff

By: James Robertson Posted: August 6, 2003

The front-line environment must be understood when implementing knowledge management initiatives.

Knowledge management for call centres

By: James Robertson Posted: February 6, 2002

Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.