Learn how to advertise on this site.
|
|
At CallCenterOps.com we’re dedicated to providing information about operations management to those involved in real-time customer service via call centers.
Learn how to advertise on this site. |
|
|||||||
| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
 |
|
|
LinkBack | Thread Tools | Display Modes |
09-23-2008, 06:03 PM
|
|||
|
|||
|
Best practices for Knowledge Managment Documents
We purchased the Instranet Online Knowledgbase software a couple of years ago and have built quite a library of documentation for our CSRs to use while on the phones. However, we are finding that use amongst CSRs is not as prevalent as it should / could be because the way in which we have formatted our documents are not user-friendly enough.
I am looking for suggestions on what others have done to assure that processes and procedures are documented in a streamlined fashion for the easiest use by CSRs while on the line with a customer.
__________________
Kevin J Walker Section Manager Customer Care VW Credit, Inc / Audi Financial Services 
|
|
| Thread Tools | |
| Display Modes | |
|
|
Similar Threads
|
||||
| Thread | Thread Starter | Forum | Replies | Last Post |
| Best Practices requested | aalvarez79 | General Discussion | 0 | 08-07-2007 11:31 AM |
| Real Estate Call Center Best Practices | masjidi | General Discussion | 0 | 07-20-2006 08:37 PM |
Linear Mode
