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KM Stories: Part Three

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KM Stories: Part Three – Reducing the Learning Curve By Bill Ives From Portals and KM

A major telecom was undergoing a significant transition. Faced with increasing competition they needed to cut costs and attempt to improve customer service. A strategy consulting firm suggested that they consolidate their small business customer service call centers from over thirty different ones to a single access point. In the process, they could significantly reduce their call center staff, cutting costs.

The only problem with this approach is that now the remaining call center people would only know less than one thirtieth of their job, having to cover the over thirty areas instead of their original one. The normal training period for a new area was 12 weeks of classroom instruction followed by months of on-the-job coaching. This would mean that it would be well into the next century or two before the agents knew how to service the different areas. So it was decided to greatly reduce time spent in the class room by building a knowledge management system that had much of what the call center reps needed in an easily accessed format.

Written by anol

September 1st, 2004 at 12:00 am

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