Veronica Fraser Answering the Call: Better Knowledge Management = Better Customer Service
Jinfo Article

4th January 2009

By Veronica Fraser

Abstract

When she took over management of a government department call centre in September 2004, Veronica Fraser had experience with library and information services but none with call centres. She shares her experience in taking a step back to analyse ways to improve customer experience and decrease employee turnover through the use of collaborative tools and flexible technologies.

Content Access
Does your organisation have a Jinfo Subscription?

Access to Jinfo Content and Community is available through a Jinfo Subscription.

"Yes"

Please sign in to MyJinfo here so that we can check your access to this item:

Email:

Password:

  Forgotten password?


Or sign in via email:

Enter your email and we'll send you a magic link to sign you in automatically.

"Not yet"

Access to this article is available through a Jinfo Subscription, which will help your organisation:

  1. Save time and money
  2. Re-invent information services
  3. Define, measure and communicate information value.

Subscription Benefits


"Don't know"

Contact us to find out if your organisation already has a Jinfo Subscription.

Or use the 'Text Chat' button at the bottom-right of this page for immediate assistance.



 « All Articles