Call center process

摘要

A call center provides content on web sites for customer self-service. During a call to the call center, transaction data is captured in a knowledgebase tool. Periodically, a gap analysis is performed on the captured data to determine why the customer did not use self-service. Customer surveys including a value management survey are gathered. The gap analysis and surveys are provided to web content owners to create improved content. Subsequent transaction data is analyzed to measure improvements in customer satisfaction and use of self-service web sites.