The Challenge for Customer Service: Managing Heterogeneous Sources

The Challenge for Customer Service: Managing Heterogeneous Sources

Guy Saward (University of Hertfordshire, UK)
Copyright: © 2000 |Pages: 25
DOI: 10.4018/978-1-878289-82-7.ch004
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Abstract

It is a truism that customer service is the key to business success. It is particularly true given competition and new business practices lead customers to want products that are “free, perfect, now” (El Sawy et al., 1998). The trend in UK customer service, led by the U.S., is for service delivery via Call Centres to be deflected towards the Internet. Providing the knowledge to support this (O’Leary, 1998), along with relationship management (Duke et al., 1999) is a key application area for knowledge management (KM). However, the research into KM for effective customer service is minimal. What is clear is that publishing information on an intranet, extranet, or Internet does not constitute effective customer support. This chapter takes a case study approach to exploring knowledge management for customer service. The key problem we are working towards solving is how best to deploy knowledge via distributed information systems. The case study is derived from the author’s involvement in a project for a financial institution (referred to as AFI throughout). It describes a particular approach to managing knowledge that combines elements from information retrieval (IR) with KM. A key part of this is the evaluation of alternative interfaces that take different approaches to the presentation of search results.

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Table of Contents
Preface
David Schwartz
Chapter 1
David G. Schwartz, Monica Divitini, Terje Brasethvik
Knowledge management in general, and Internet-based knowledge management in particular, is one of the foremost strategic directions being... Sample PDF
On Knowledge Management in the Internet Age
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Chapter 2
Bidjan Tschaitschian, Andreas Abecker, Joachim Hackstein, Jamel Zakaoui
Knowledge assets and the learning capacity of an organization are the main sources of competitive advantage (Argyris & Schon, 1978; Prahalad &... Sample PDF
Internet Enabled Corporate Knowledge Sharing and Utilization
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Chapter 3
Seng-cho T. Chou, Edward T. Chow
Knowledge management is concerned with the effective management of enterprise knowledge, the knowledge that an organization lives by and is built... Sample PDF
Essential Factors in Knowledge Management with COTS Products
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Chapter 4
Guy Saward
It is a truism that customer service is the key to business success. It is particularly true given competition and new business practices lead... Sample PDF
The Challenge for Customer Service: Managing Heterogeneous Sources
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Chapter 5
Xiaoying Gao, Leon Sterling
The World Wide Web is known as the “universe of network-accessible information, the embodiment of human knowledge” (W3C, 1999). Internet-based... Sample PDF
Semi-Structured Data Extraction from Heterogenous Sources
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Chapter 6
Simon Polovina, Vito Veneziano
Any business organisation has always needed mechanisms to control its affairs, particularly how it optimises the economic resources at its disposal... Sample PDF
Adding Knowledge to Accounting Systems for Virtual Enterprises
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Chapter 7
Angi Voss, Keiichi Nakata, Marcus Juhnke
In today’s electronic environments, knowledge is often captured through collections of documents in email or news archives, bookmark lists, document... Sample PDF
Concept Indexes: Sharing Knowledge from Documents
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Chapter 8
Will Barrett, M. S. Lydia Lau, Peter M. Dew
Managing knowledge is not a new idea. Although the term “knowledge management” is a recent introduction into the corporate lexicon, the concept is... Sample PDF
Facilitating Knowledge Transfer in an R&D Environment: A Case Study
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Chapter 9
Peter H. Carstensen, Ulrika Snis
It is widely acknowledged that knowledge is one of the most important assets of today’s organizations. According to Davenport and Prusak (1998)... Sample PDF
On Knowledge Management: A Field Study
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Chapter 10
Judy McKay, Peter Marshall
Contemporary business environments and trends for the future suggest that successful organizations of the future must not only be efficient... Sample PDF
The Challenges of Interorganizational Management: An Emerging Issue in the Virtual Organization
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Chapter 11
Janice M. Burn, Colin Ash
When is a virtual organisation really virtual? One definition would suggest that organisations are virtual when producing work deliverables across... Sample PDF
Managing Knowledge in an ERP Enabled Virtual Organization
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Chapter 12
Murray E. Jennex
The Year 2000 (Y2K), or millennium bug as it has been called in the popular press, has caused many organizations to form Y2K project teams tasked... Sample PDF
Using an Intranet to Manage Knowledge for a Virtual Project Team
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About the Authors