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Knowledge Management in the Utility Call Center
E SOURCE, May 2004, Pages: 13
Knowledge management has historically been a low-key undertaking in utility call centers. Lacking an up-to-date, comprehensive, and unified source of information, many customer service representatives (CSRs) have constructed a patchwork of paper and electronic repositories to help them do their jobs. But that approach—never ideal—has become untenable as the job has grown more demanding. In response, utilities are turning to home-grown, intranet-based knowledge management tools that attempt to give CSRs fast, reliable access to customer care procedures in a single, up-to-date source. Call center managers say these tools represent a vast improvement over past approaches, enabling quicker, more-consistent resolution of customer concerns while simplifying the agents job.
But knowledge management experts say utilities can do better. They advocate a workflow-centered approach that incorporates natural language search capability, encourages agents to contribute directly to a dynamic knowledge base, and automatically gives top priority to the most effective content. In this report, we look at how utility call centers typically practice knowledge management and present one way to achieve further improvements in the future.
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