Customer service is a strategic issue for many organisations, whether providing government services or selling products. Customer-facing staff are located at the edge of organisations, and often scattered geographically.
To deliver great customer service, staff must understand customer needs and have the right information and knowledge.
Key articles
- Knowledge management for front-line staff The front-line environment must be understood when implementing knowledge management initiatives.
- Intranets for call centre staff 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 Intranets can be used to surface and deliver valuable customer information that helps organisations succeed.
Sources for facts and figures
- Customer service facts A secondary, but consolidated source of valuable customer service facts
- 50 Facts about Customer Experience More things to know about customer service
- 23 Facts you con’t ignore about customers’ loyalty and satisfaction And yet more …
Further reading on the Step Two site
- Call centres Articles tagged with call centres
- Frontline staff Articles tagged with frontline
- Customer insight Articles tagged with customer
- Digital workplace Articles tagged with digital workplace
- Social intranets Articles tagged with social
- Social media Articles tagged with social
- Wikis Articles tagged with wikis