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| Main Authors: | , |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2012
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| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ975874 |
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| _version_ | 1867181204778778624 |
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| author | Murphy, Sarah Anne Cerqua, Judith |
| author_facet | Murphy, Sarah Anne Cerqua, Judith Murphy, Sarah Anne Cerqua, Judith |
| collection | Education Resources Information Center |
| contents | Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services Murphy, Sarah Anne Cerqua, Judith Educational Needs Academic Libraries Telecommunications Program Implementation Library Automation Library Development Library Services Reference Services Models Measurement Objectives Measurement Techniques User Satisfaction (Information) Computer Mediated Communication Information Centers A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction. (Contains 5 tables, 3 figures and 14 notes.) |
| format | Recurso educativo Open Access |
| id | eric_EJ975874 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2012 |
| record_format | eric |
| spellingShingle | Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services Murphy, Sarah Anne Cerqua, Judith Educational Needs Academic Libraries Telecommunications Program Implementation Library Automation Library Development Library Services Reference Services Models Measurement Objectives Measurement Techniques User Satisfaction (Information) Computer Mediated Communication Information Centers Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services Murphy, Sarah Anne Cerqua, Judith Educational Needs Academic Libraries Telecommunications Program Implementation Library Automation Library Development Library Services Reference Services Models Measurement Objectives Measurement Techniques User Satisfaction (Information) Computer Mediated Communication Information Centers A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement system to assess employees' handling of a contact center's telephone calls and subsequent training needs. When implemented effectively, a contact center can efficiently provide service while maximizing customer satisfaction. (Contains 5 tables, 3 figures and 14 notes.) |
| title | Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services |
| topic | Educational Needs Academic Libraries Telecommunications Program Implementation Library Automation Library Development Library Services Reference Services Models Measurement Objectives Measurement Techniques User Satisfaction (Information) Computer Mediated Communication Information Centers |
| url | https://eric.ed.gov/?id=EJ975874 |