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A Knowledge Platform for the Customer Contact Center of Union Investment
ISBN
0-13-145144-8
Type
book section
Date Issued
2004
Author(s)
Editor(s)
Laudon, Kenneth C.
Laudon, Jane P.
Research Team
IWI4, C>K>P
Abstract
These days, customers require companies to know about their preferences across multiple channels and serve them with rapid responses to occurring problems. This creates the challenge of making all information for, about, and from customers consistently available to all employees who have contact to them. This teaching case illustrates how a financial services company implemented a new knowledge platform in the years 2002 and 2003 to allow contact center agents to quickly access a variety of information needed to solve customer problems. It highlights how modern information technology can be applied to this challenge and what needs to be done to successfully implement such a solution. This case also demonstrates how instruments of knowledge management can be used to support customer relationship management.
Language
English
Keywords
Service Management
HSG Classification
not classified
Refereed
No
Book title
Essentials of Management Information Systems
Publisher
Pearson Prentice Hall
Publisher place
Upper Saddle River, New Jersey
Start page
572
End page
580
Pages
9
Subject(s)
Division(s)
Eprints ID
66021