Customer Care: Who knows about Information Management interation with Training and Knowledge Management?
Im setting up a Project focusing on improvments in the part of Information- and Knowledge Management for the 1600 Callcenter Agents. Im searching for benchmarks and references of companies that have an information management (based on a portal solution?) that is integrated with the companies knwolegde management ant the training management. Im interested to see which mix of changes in the area of processes, it-systemes and organisation you made to get a low first contact resolution rate at technically dificult questions and low skilled employees (nice combination isn’t it?).
I’m not sure Information Management is really your thing. After reading and re-reading your "essay" above I am none the wiser as to what your actual qestion was.
Forget about GIVING Information Management training. Instead, why not ATTEND some remedial English classes?
Recommended Reading
- Business Management Training Leads to 21st. Century Business Success
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- Avanade Italy – ERM Part1 (Employee Relationship Management)
- John Stacey Waste Management Video – Captive8 Media Ltd
- What training should I ask for to be a Good supervisor (lower management) in manufacturing environment?
I’m not sure Information Management is really your thing. After reading and re-reading your "essay" above I am none the wiser as to what your actual qestion was.
Forget about GIVING Information Management training. Instead, why not ATTEND some remedial English classes?
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